Who is it for?
Individuals who are looking to improve prospects of being successful in a customer service role.
What you can do after completing the course?
- Progress to a Level 2 Customer Service course
- Pick up another training course with HCUC to further develop your skills
- Get into part-time / full-time employment
- Start an Apprenticeship
Course summary
Customer Service – Skills Covered Summary
- Improve understanding of customer service, brush up on communications skills, establish a basic knowledge of handling customer queries and improve prospects of being successful in a customer service role
- Each learner will be assessed in all modules taken and create a portfolio of evidence for the awarding body
Introduction to Customer Service
- Know basic customer service terms
- Know the customer service process and its importance
- Be able to learn from own experience of customer service
The customer service job role
- Know what the delivery of good customer service involves
- Know the requirements of an entry-level customer service job
- The outline of a job involving customer service that may be accessible after gaining experience at entry level
The importance of appearance & behaviour in a customer service environment
- Know the dress requirements in customer service jobs
- Know how general appearance affects the way customers react
- Know how to interact with customers
Legislation, regulation & procedures to follow in customer service
- Know organisational procedures for customer service
- Know how to protect the security of property and information when delivering customer service
- Know the health and safety rules that relate to a customer service job
- Know the relevant external rules in a customer service job
Communicate effectively with customers
- Know the importance of speaking clearly to customers
- Know the importance of listening actively to customers
- Know the importance of using information from customers to contribute to good customer service
Handling telephone calls from customers
- Know how to greet customers calling on the telephone
- Know how to deal with customers calling on the telephone
- Know how to deal with communication problems whilst on the telephone
Effective relationships with customers and colleagues
- Know how to relate effectively to customers
- Know how to relate effectively to colleagues in a customer service team
- Know the importance of positive body language when dealing with customers and colleagues