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About this book
Simple definitions for key terminology is provided in the "Words & Terms" boxes.Individual, class and group activities assess understanding and prepare students for their final examination.Real-life scenarios students may encounter in the world of work are introduced via the "In the workplace" feature and in case studies.
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Yes, you can access Client Services & Human Relations NQF4 SB by South West Gauteng College in PDF and/or ePUB format, as well as other popular books in Business & Business General. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Front cover
- Title page
- Copyright page
- Contents
- Guide to features
- Topic 1: The importance of staff development to human relations
- Module 1: Identifying training needs or gaps in work performance
- Module 2: Recognising individual and company constraints
- Module 3: Involving staff members in designing and implementing action plans
- Module 4: Giving feedback to students
- Module 5: The role of the manager in the training and development of staff
- Module 6: Distinguishing between work environment performance and training needs
- Module 7: Identifying training needs by using appropriate methods
- Module 8: Factors that create gaps in performance
- Module 9: The distinction between training needs and work environment issues
- Module 10: Designing and implementing action plans to meet required training needs
- Module 11: Communicating recommendations for training
- Topic 1: Summary
- References
- Topic 2: The effect of solved problems on client care
- Module 1: Identifying client needs and expectations
- Module 2: Recognising client dissatisfaction and taking action to resolve the situation
- Module 3: Identifying opportunities to enhance the quality of client services
- Module 4: Communicating in a friendly and courteous manner
- Module 5: Ways to obtain client feedback
- Module 6: The importance of interpersonal skills
- Module 7: Methods of monitoring staff-client relations
- Module 8: Products and services provided by the organisation
- Module 9: Evaluating and dealing with complaints
- Module 10: Understanding company standards
- Module 11: Establishing rapport withc lients and maintaining a professional relationship
- Module 12: Identifying and dealing with client requirementsand requests
- Module 13: Deciding how best to promote the features and benefits of products and services
- Module 14: Describing ways to rectify complaints
- Module 15: Ways to improve the procedure for handling client complaints
- Module 16: Ways of increasing client satisfaction
- Module 17: Communicating the steps of the process that will be followed
- Module 18: Updating clients on the progress of their requests
- Module 19: The follow-up process on requests and queries
- Summative assessment: Topic 2
- Topic 2: Summary
- References
- Topic 3: Ensuring the health and safety of clients and colleagues
- Module 1: Understanding emergency situations
- Module 2: Making decisions about serious injuries
- Module 3: Communicating and recording vital information
- Topic 3: Summary
- References
- Appendix A
- Appendix B
- Back cover