Course Profile
“Customer Service is everyone’s job”
Good customer service is crucial for any business. 96% of unhappy customers don’t ever complain – instead, 91% of them simply leave and never come back.
Gain an industry-recognised, accredited customer service qualification by studying with us. Customer Service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers.
Excellent customer service is exceeding the customer’s expectations and produces happy customers. This can improve customer loyalty and improve your sales and boost customer retention.
This course will build on what you already know and develop new skills and behaviours which enhances customers experience.
Course Content
This qualification consists of 5 mandatory units and 13 optional units. The mandatory units will help you gain skills and knowledge in the following areas:
Unit 01 Understand working in a customer service environment (3 credits)
Unit 02 Communication in customer service (2 credits)
Unit 03 Principles of personal performance and development (3 credits)
Unit 04 Principles of working in a business environment (4 credits)
Unit 05 Work with others in a business environment (2 credits)
You’ll understand how to work effectively with others, maintain standards of performance and follow organisational policies, procedures and legal requirements.
The optional units give you the opportunity to learn about recording and processing information, recording details of customer service problems, dealing with customer queries and after-sales needs, written communication, telephone techniques, managing your time and workload, meeting visitors, sales activities, contact centre systems and technology, and health and safety.
You’ll gain an understanding of the customer service role and be able to identify the different customers and their needs and be able to resolve problems. You’ll develop communication skills and understand different methods of communication when dealing with your customers. You’ll develop knowledge of your rights and employer expectations, and you’ll learn how to manage your own development needs. You’ll increase your knowledge of different business organisations and understand the importance of environmental sustainability. You’ll learn how to support equality and diversity in the workplace and understand the importance of confidentiality in the workplace.