Customer Service 

Good customer service is vital and it applies to most businesses in one form or another.  Where staff adopt good customer service skills, it makes the workplace not only more productive but also a much better environment.  Customer service training is also ideal to increase working relationships between employees.

This  qualification is suitable for learners wishing to improve their knowledge of the importance of customer service including how to satisfy customers’ expectations. It is designed for learners who deal with customers on a daily basis as part of their job role and is applicable to a variety of work environments.  

The course includes different scenarios to give examples of how situations get out of hand and how they can be resolved. It can be done online, Remotely or face to face nationally.

What the course covers:

1. Understand the principles of customer service

    • 1.1 Identify the purpose of customer service
    • 1.2 Describe how customer service affects the success of an organisation
    • 1.3 Identify the different types of customers an organisation may have
    • 1.4 Identify the range of customer needs 
    • 1.5 Describe how effective teamwork impacts on customer service

2. Understand how customer needs and expectations are formed

    • 2.1 Describe the purpose of an organisation’s service offer
    • 2.2 Describe how customer expectations are formed
    • 2.3 Describe the relationship between customer expectations and customer satisfaction
    • 2.4 Identify why it is important to ensure effective customer relationships are maintained
    • 2.5 Identify methods of obtaining customer feedback and why this is important

3. Know the interpersonal skills and appropriate behaviour required in the customer service environment

    • 3.1 Identify different methods of communication
    • 3.2 Describe the range of interpersonal skills required for effective customer service
    • 3.3 Explain how non-verbal communication of the service deliverer can affect the behaviour of the customer
    • 3.4 Describe how personal presentation, approach and attitude will influence the perception of the service delivered
    • 3.5 Describe the appropriate behaviour and customer service skills required when using the telephone
    • 3.6 Explain why it is important to ensure that the customer is informed and reassured at all stages

4. Understand the principles of responding to customers’ problems or complaints

    • 4.1 Identify common causes of customer problems and complaints
    • 4.2 Describe the importance of adapting methods of communication and behaviour to meet the individual needs of customers
    • 4.3 Describe ways of handling difficult customer situations
    • 4.4 Explain the importance of responding to customer service issues promptly