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This qualification enables you to develop existing skills and gain knowledge of key areas for efficient customer service, such as communicating with customers and handling customer information. This qualification is also ideal if you are currently working in a customer-facing role or anyone who is looking to get a job where the role involves customer service knowledge as a key component of the position.
There is an expectation that learners would have a minimum of Level 1 English or skills at that level prior to enrolment.
Unit 1 – Principles of customer service and delivery – this unit focuses on customer service and its effective delivery. Legal and ethical requirements relating to customer service and maintaining customer service.
Unit 2 – Understand customers – this unit focuses on the different types of customers, the relationship between good customer service and customer loyalty and how this affects the organisation in terms of reputation and image.
Unit 3 – Understand employer organisations – this unit focuses on organisational structures and environments.
Unit 4 – Understand how to communicate with customers – this unit focuses on written and verbal business communication.
Unit 5 – Understand how to handle customer information – focusing on different ways that you can effectively manage customer information.
Unit 6 – Understand how to resolve problems and deliver customer service to challenging customers – this unit focuses on how to deal with challenging customers and techniques to resolve problems. You will learn how to identify problems, agree solutions and manage unresolved problems.
Unit 7 – Understand how to develop customer relationships – this unit aims to develop the knowledge and skills required to develop customer relationships.
Once you have enrolled on the course, you will be allocated a tutor and assigned to your learning platform. The induction will follow and then you will be able to commence your course.
You will be assessed by submitting individual units of work and receive feedback for each unit as you progress. There is no final exam.
This course is free to all learners.
On completion of this course, you will be workplace ready or have enhanced your existing work skills. You could progress on to any other distance learning course or look into Level 3 options.
