Handle Customer Requests and Queries in Distribution Centres Training

Learning Outcomes

• Apply standard procedures to receive and record customer requests and queries in a distribution centre.
• Analyze customer requests and queries to determine appropriate response actions.
• Implement solutions to address customer requests and queries within organisational timelines.
• Demonstrate effective communication skills when interacting with customers and internal stakeholders.
• Evaluate the effectiveness of responses provided to customer requests and queries.
• Maintain accurate records of customer interactions and resolutions.

Target Audience

This course is designed for warehouse workers, team leaders, and customer service representatives in distribution centres who interact with customers or handle customer-related requests.

Prerequisites

None — open enrollment.

Course Outline

Practicals

Overview

Practical sessions are essential for learners to apply customer service skills in simulated distribution centre environments. These hands-on exercises reinforce communication, problem-solving, and system usage, ensuring learners can handle real-world requests and queries effectively.

Practical Activities

• Communication Skills Practice — Learners engage in role-play exercises with common customer requests and queries, focusing on active listening and clear response. (3h)
• System-Based Request Handling — Using a simulated WMS, learners process customer requests such as order status checks, delivery rerouting, and returns. (4h)
• Complex Scenario Simulation — Learners handle escalated or difficult customer queries, including complaints and urgent requests, in a timed exercise. (3h)
• Performance Review and Feedback — Learners receive feedback on their performance from instructors and peers, and identify areas for improvement. (2h)

Summatives

Each delegate is assessed continuously throughout the course via daily exercises, scored practical assignments, and a final summative test at the end.

Practical Assignments — 30%

Practical assignments are observed and scored against a rubric during the practical sessions. Each delegate's practical mark is averaged into a single 100% score and contributes 30% to the final total.

Daily Exercises — 20%

Every training day ends with a multiple-choice exercise scored out of 100%. The scores from each daily exercise are averaged across the duration of the course to produce a Daily Average mark, which contributes 20% to the final total.

Final Test — 50%

On the last day a final summative test is written. It is a multiple-choice paper with multiple-answer questions: each question may have more than one correct option, and a single wrong selection on a question marks the entire question wrong — no partial credit. The final test is scored out of 100% and contributes 50% to the overall mark.

Final Total

Component	Out of	Weight
Practical Assignments (rubric-scored)	100%	30%
Daily Average (multiple choice)	100%	20%
Final Test (multi-answer multiple choice)	100%	50%
Final Total	—	100%

All marks are recorded on the AATICD LMS and visible to each learner under their account.

Certificate

How it works

• Certificates are auto-generated on the AATICD LMS as soon as the marks pass the 50% threshold.
• Each certificate is a branded PDF with the delegate's name, the course title, the unit standard ID, NQF level, credits, and the date of issue.
• You can download or print your certificate from your LMS dashboard at any time after issue — there's no reissue fee and no expiry date.
• If you scored under 50% you can sit the final test again at the next scheduled session at no extra cost.

Where to find it

Sign in to the LMS, open your dashboard, and your certificates appear under My Certificates. Each entry has a View / Download button and a print option.

Training Discounts

Group discounts apply automatically — the more delegates you enrol, the greater the saving. Discounts are calculated at 3% per 5 delegates, scaling up to 40% off for 100+ delegates.

Delegates	Discount
5	3% off
10	6% off
15	9% off
20	12% off
25	15% off
30	18% off
50	30% off
75	35% off
100	40% off

3% discount per 5 delegates, up to 40% off for 100+ delegates. Contact us for a custom group quote.