Introduction to Customer Services – Entry 3
Improve understanding of customer service, brush up on communication skills, establish a basic knowledge of handling customer queries and improve prospects of being successful in a customer service role
-
Eligibility
HCUC Apprenticeships and Skills has to give priority to applicants who are in receipt of the four main benefits: Job Seekers Allowance, Employment Support Allowance, Universal Credit, Income Support. Training is free for people with Right to Work in the UK, proof of ID, learners or their spouses must have been a resident in UK/EU for the last 3 years. To be eligible whilst working, those living inside the Greater London Area need to earn less than £21,157.50 and for those outside the amount is £17,004.50
To access this course you will need:
- Good general communication skills in English
- English literacy proficiency at Entry Level 3 or above
-
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
Hayes Campus: College Way, Hayes, UB3 3BB / Harrow on the Hill Campus: Lowlands Road, Harrow, HA1 3AQ
Next course starts on:
Find out more about this course
- Giles - call 01895 853653 / 07956 358630 or email gstrachan@uxbridgecollege.ac.uk
- Adam - call 01895 471044 / 07960 162737 or email amasters@uxbridgecollege.ac.uk
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