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Introduction

The document outlines a unit on managing customer care relations, consisting of 80 hours of training focused on administrative office duties and client service management. Key competencies include maintaining office etiquette, organizing reception areas, handling visitor inquiries, managing official diaries, scheduling appointments, and maintaining client records. Assessment methods include practical assessments, projects, written tests, and oral questions to evaluate learners' understanding and application of the skills taught.

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10 views2 pages

Introduction

The document outlines a unit on managing customer care relations, consisting of 80 hours of training focused on administrative office duties and client service management. Key competencies include maintaining office etiquette, organizing reception areas, handling visitor inquiries, managing official diaries, scheduling appointments, and maintaining client records. Assessment methods include practical assessments, projects, written tests, and oral questions to evaluate learners' understanding and application of the skills taught.

Uploaded by

elizabethwanguigithinji22nji22
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

©2025 19

CUSTOMER CARE
UNIT CODE: 0415 351 11A
TVET CDACC UNIT CODE: BUS/OS/OA/CR/03/4/MA
Relationship to Occupational Standards
This unit addresses the Unit of Competency: Manage
Customer Care Relations
Duration of Unit: 80 hours
Unit Description
This unit covers the competencies required to perform administrative office duties and manage client
services. It involves maintaining office etiquette, organizing the office reception area, attending to
organization visitors, maintaining an official diary, handling official appointments, and maintaining
clients’ records. The unit enables the learner to uphold professional standards, ensure effective
communication, apply office procedures, and safeguard client information to support efficient office
operations and enhance service delivery.

Learning Outcome Content Assessment Methods


Maintain Office Etiquette 1.1 Demonstrate professional
conduct Practical
1.2 Manage time effectively assessments
1.3 Exercise teamwork Projects
1.4 Handle conflicts
Third party reports
1.5 Apply office technology
Written tests /
1.6 Update self-orientation
assessments
Oral questions
Portfolio of
evidences

Maintain Office Reception 2.1 Organize reception area


Area 2.2 Landscape reception area Practical
2.3 Maintain physical assessments
environment Projects
2.4 Maintain signage
Third party reports
2.5 Maintain reception
Written tests /
equipment
assessments
Oral questions
Portfolio of
evidences

Receive visitors
Handle Organization 3.2 Identify and record
Visitors Practical visitors’ needs
assessments 3.3 Attend to visitors’ needs
Projects 3.4 Receive visitors’
Third party reports enquiries
Written tests / 3.5 Analyze visitors’
assessments enquiries
Oral questions 3.6 Act on visitors’ enquiries
Portfolio of 3.7 Provide entertainment
evidences resources
3.8 Maintain entertainment
resources
3.9 Upgrade entertainment
resources
3.10 Maintain reference
materials
3.11 Record visitors’ feedback
Maintain Official Diary 4.1 Acquire official diary
4.2 Receive diary Practical
information assessments
4.3 Record diary information Projects
4.4 Seek approval for diary Third party reports
information Written tests /
4.5 Update diary information assessments
4.6 Harmonize diary Oral questions
information Portfolio of
4.7 Schedule diary evidences
information
4.8 Safeguard official diary
Handle Official 5.1 Identify official
Appointments appointments Practical
5.2 Record official assessments
appointments Projects
5.3 Seek approval for Third party reports
appointments Written tests /
5.4 Confirm appointments assessments
5.5 Book appointments Oral questions
5.6 Send appointment Portfolio of
reminders evidences

Maintain Client Records 6.1 Create clients’ register


6.2 Record clients’ details Practical
6.3 Create clients’ databank assessments
6.4 Update clients’ records Projects
6.5 Maintain clients’ records Third party reports
6.6 Safeguard clients’ Written tests /
records assessments
Oral questions
Portfolio of
evidences

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