This course is aimed at people who interact with customers at the level where they are expected to be able to solve the majority of customer complaints and answer the majority of customer queries. Persons credited with this unit standard operate in a number of contexts some of which may be non-routine. They also demonstrate the ability to make comparisons and interpret available information

These persons are able to handle different types of customer queries. They are also able to interact with internal or external resources within the wholesale and retail environment, in order to resolve queries or complaints.