About the course
Unit 1: Understanding the organisation
Your learning goals:
- Factors that can affect an organisation and the customer service role
- Employee rights, responsibilities and organisational procedures
- Career pathways within customer service
- How employees are supported within the customer service role
- Organisation’s policies and procedures.
Unit 2: Prepare to deliver excellent customer service
Your learning goals:
- The principles of customer service in an organisation
- How customer needs and expectations are identified
- How to balance customer expectations against the organisation’s offer
- How complaints are handled
- Legislation relating to customer service.
Unit 3: Communication in the customer service role
Your learning goals:
- Methods of communication with customers
- How to handle customer service information
- How to work as part of a team to provide effective customer service
- How to meet the needs of a diverse range of customers
- The importance of promoting and evaluating products and services.
Unit 4: Understand customers*
Your learning goals:
- Cultural factors and how they can affect customer expectations
- How good customer service can positively influence customer loyalty
- How the reputation and image of organisations can effect customer perceptions
- Identifying dissatisfied customers.
*Mandatory for Lifetime Awarding students
FEEL FREE TO COPY AND PASTE THIS INTO YOUR UNIVERSAL CREDIT:
I have searched for courses to update my skills set to find sustainable work. I have searched JobSkilla for opportunities in my area and have found Customer Service Level 2 which lasts for 9 OR 11 Weeks and is being delivered online at home. This will give me Level 2 in Customer Service. Please call 03301130013 for more information if needed.
About the course
Unit 1: Understanding the organisation
Your learning goals:
- Factors that can affect an organisation and the customer service role
- Employee rights, responsibilities and organisational procedures
- Career pathways within customer service
- How employees are supported within the customer service role
- Organisation’s policies and procedures.
Unit 2: Prepare to deliver excellent customer service
Your learning goals:
- The principles of customer service in an organisation
- How customer needs and expectations are identified
- How to balance customer expectations against the organisation’s offer
- How complaints are handled
- Legislation relating to customer service.
Unit 3: Communication in the customer service role
Your learning goals:
- Methods of communication with customers
- How to handle customer service information
- How to work as part of a team to provide effective customer service
- How to meet the needs of a diverse range of customers
- The importance of promoting and evaluating products and services.
Unit 4: Understand customers*
Your learning goals:
- Cultural factors and how they can affect customer expectations
- How good customer service can positively influence customer loyalty
- How the reputation and image of organisations can effect customer perceptions
- Identifying dissatisfied customers.
*Mandatory for Lifetime Awarding students
FEEL FREE TO COPY AND PASTE THIS INTO YOUR UNIVERSAL CREDIT:
I have searched for courses to update my skills set to find sustainable work. I have searched JobSkilla for opportunities in my area and have found Customer Service Level 2 which lasts for 9 OR 11 Weeks and is being delivered online at home. This will give me Level 2 in Customer Service. Please call 03301130013 for more information if needed.
