Introduction to Customer Services – Entry 3

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.

  • Eligibility

    • HCUC Apprenticeships & Skills gives priority to applicants who are in receipt of one of the four main benefits: Job Seekers Allowance, Employment Support Allowance, Universal Credit, Income Support.
    • *Training is free for applicants aged 19+ with proof of Right to Work in UK, applicant or their spouse must have been resident in UK/EU for last 3 years or more. This evidence must be provided before any place on a course is confirmed.
    • All applicants will be assessed in English literacy and numeracy skills before a place on a course is confirmed. English literacy at a minimum standard of Entry Level 3 or above is required for all courses. Applicants for ICT courses will be asked to complete an ICT questionnaire.
    • If applicant is working, to be eligible for our free courses, those living inside the Greater London Area need to earn less than £20,963 and for those outside they need to earn less than £17,004.
  • Cost

    Free for job seekers* *Subject to meeting eligibility criteria.

  • Qualification

    Introduction to Customer Services – Entry 3

  • Level

    Entry 3

  • Duration

    7 days

  • Timings

    9.30am – 3.00pm (Monday to Friday)

  • Delivery Location

    • Harrow on the Hill Campus, Lowlands Road, Harrow HA1 3AQ
    • Hayes Campus, College Way, Hayes, UB3 3BB.

Next course starts on:

Hayes Campus

  • Date: 21 - 29 September
  • Time: 9.30am - 2.30pm
  • Delivery type: Classroom/Online blend

    Book now
  • Next course starts on:

    Harrow on the hill Campus

  • Date: 12 – 20 October
  • Time: 9.30am - 2.30pm
  • Delivery type: Classroom/Online blend

    Book now
  • Find out more about this course

    Who is it for?

    Individuals who are looking to improve prospects of being successful in a customer service role.

    Course summary

    Introduction to Customer Service
    • Internal & external customers
    • Understand ‘Customer Satisfaction’
    • Relationship between customer expectations and customer satisfaction
    • Identify characteristics of good / poor customer service
    • Basic customer service terms
    • The customer service process and its importance
    The customer service job role
    • What the delivery of good customer service involves Continued overleaf…
    • The requirements of an entry level customer service job
    • Identify customers
    • How behaviour impacts on customer service
    The importance of appearance & behaviour in customer service
    • The dress requirements in customer service jobs
    • How general appearance affects customer reaction
    • How to interact with customers
    Legislation, regulation & procedures to follow in customer service
    • Organisational procedures for customer service
    • How to protect the security of property and information when delivering customer service
    • Basic health and safety rules that relate to a customer service job
    • Relevant external rules in a customer service job
    Communicate effectively with customers
    • The importance of speaking clearly to customers
    • The importance of listening actively to customers
    • The importance of using information from customers to contribute to good customer service
    Handling telephone calls from customers
    • How to greet customers calling on the telephone
    • Dealing with customers calling on the telephone
    • Dealing with communication problems whilst on the telephone
    Communicate customers’ problems with others
    • Collecting information about a problem from a customer
    • How to log information about a customer problem
    • How to select information about a customer problem to pass to a colleague
    • How to communicate with a customer and a colleague about the problem
    • Keeping the customer updated / informed.