This Unit Standard will be useful for learners who deal with the public, customers, internal and external clients, intermediaries, learners in call centres, walk in service centres, enquiries counters and marketing and learners who communicate with customers either telephonically or face to face.

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TABLE OF CONTENTS
MODULE 1: PRINCIPLES OF CUSTOMER SERVICE  

MODULE 2: PERSONALITY STYLES AND YOUR CUSTOMERS

MODULE 3: IMPROVING CUSTOMER SERVICE

MODULE 4: CUSTOMER RELATIONSHIP MANAGEMENT

MODULE 5: ASSERTIVENESS