This letter confirms that Maria Cristina Johnson Lopes with ID Number 900323 0064 086 has been found provisionally competent in various skills. The learner is subject to verification by INSETA. Upon successful verification, a statement of credits will be issued. The document lists 16 unit standards with their NQF levels and credits, totaling 60 credits.
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
This document is a point of view (POV) paper by LTIMindtree titled "Smart FNOL – The Key to World-class Customer Experience". It discusses the importance of transforming the traditional First Notification of Loss (FNOL) process in insurance using digital technologies to provide a superior customer experience.
inQuba: The Five Best Practices of Service RecoveryAntony Adelaar
This is the slideware that was used during the live webinar hosted by inQuba in SA, on the 7th November 2019. The recording is available here: https://youtu.be/ZXmDGoY3V08
The Five Best Practices of Service Recovery may surprise you
Isn’t it enough to capture all customer feedback and assign issues to responsible people in the business? It’s a good start but it’s not enough to ensure a boost in customer loyalty, followed by improved customer retention and cross-sell. We’ll be unpacking the Best Practices of Service Recovery in this live webinar.
Service Recovery and customer loyalty?
Service failures are unfortunately an unavoidable part of your customers’ journeys, but they represent opportunities to rewrite experiences and also to boost loyalty. That’s right – service recovery, done correctly, will boost loyalty to higher levels than before the failure! This is why service recovery best practices are essential to your key metrics.
The session addressed the following questions:
The relationship between service recovery and customer loyalty
The importance of service recovery within CX and Customer Journey Management
The five best practices of service recovery
How to anticipate tomorrow’s poor experiences
How to do all of this at scale
Speakers:
TRENT ROSSINI (Managing Director, inQuba)
ANTONY ADELAAR (Head: Product Marketing, inQuba)
For further information, please visit us here: https://www.inquba.com/
Mail us here: info@inquba.com
CONNECT
Facebook: https://www.facebook.com/inQubaCX/
Twitter: https://twitter.com/inQubaCX
LinkedIn: https://www.linkedin.com/company/inquba/
This document is a point of view (POV) paper by LTIMindtree titled "Smart FNOL – The Key to World-class Customer Experience". It discusses the importance of transforming the traditional First Notification of Loss (FNOL) process in insurance using digital technologies to provide a superior customer experience.
1. Maria Cristina Johnson Lopes
ID Number 900323 0064 086
This letter serves to confirm that you have been found provisionally competent
against:
Please note: This is not a statement of credits. This is a letter stating that the
learner has been found provisionally competent and is subject to INSETA
verification. A statement of credits will be issued upon successful verification
Regards
Langa Mtimkulu
Number Unit Standard Title NQF Level Credits
113903 Demonstrate skills and techniques required to build a relationship with a client in a financial
service environment
4 3
120019 Analyse new developments reported in the media that could impact on Short Term Insurance 4 10
13940 Demonstrate knowledge and application of ethical conduct in a business environment 4 4
120121 Apply technical knowledge and understanding of the cover provided under a Short Term Multi-Peril
Insurance policy
4 5
120005 Demonstrate knowledge and understanding of personal motor insurance 4 4
120127 Demonstrate knowledge and understanding of issues of compliance or non-activity that could result in civil
or criminal liability in terms of business law
4 2
117129 Apply the regulations for disclosure that are required as part of the financial sales process 4 2
120128 Apply the law of contract to insurance 4 3
12164 Demonstrate knowledge and insight of the Financial Advisory and Intermediary Services Act (FAIS)
(Act 37 of 2002)
4 2
119676 Apply the skills of customer care in a specific work environment 4 4
120124 Demonstrate knowledge of insurable risk 4 3
117117 Describe standard insurance cover in terms of SASRIA 4 4
114943 Describe how to manage workplace relationships 3 2
117133 Manage own work performance in relation to an organization’s performance management system 3 2
113911 Use an electronic system as a tool in a financial service context 3 2
9303 Communicate verbally with clients in a financial environment 4 2
119265 Manage risk in own work environment 4 2
114985 Indicate how different needs lead to the development of Financial Service products 3 4
Total Credits: 60