Who is this course for?
Are you looking to improve your customer service skills by completing some advanced customer service training?
Do you want a qualification that could lead to further training opportunities?
Do you want or need a CPD certified customer service qualification to enhance your CV?
This course provides you with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service. You will look at how customer’s needs and expectations are identified and the importance of customer service in an organisation. You will gain the crucial skills you need to be a successful customer service advisor, such as handling complaints from customers and the legislation that relates to customer service.
- Study anywhere and at your own pace.
- Enrol at any time.
- Complete within 4 weeks of being given access to the course.
To find out more about how Blended and Online courses are delivered Click Here
This course is split up into manageable sections, including:
Section 1: The principles of customer service in an organisation
In this section, you will begin to identify products and services provided by the organisation in which they work – the policies and procedures for customer service and the potential consequences of offering poor customer service.
Section 2: How customer needs and expectations are identified
You will look at how to identify and meet customer expectations in this section, and will learn to attend to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated.
Section 3: How to balance customer expectations against the organisation’s offer
In this section, you will work towards understanding the effect of resource and financial implications, and situations in which customer service is limited and will learn how to meet customer expectations outside of the organisation’s offer.
Section 4: How complaints are handled
This section helps you understand what leads to customer complaints, the procedures to find a resolution for a customer complaint, the differing effects of complaints and why complaints are monitored.
Section 5: Legislation relating to customer service
You will look at the customer-related legislation that affects customer service, individual health and safety responsibilities and gaining approval to make changes to procedures and practices.
This course is purely online. You will learn from the comfort of your own home, in your own time and at your own pace. By enrolling on this course you will get access to award-winning learning and assessment materials.
There are no formal entry requirements, but you will need to provide evidence that you have been a resident of the UK/EU for the past three years and aged 19+. You would also need a good level of English in order to understand the course materials and complete the course.
As you would be studying from home you would need an internet connection and access to a computer, tablet or smartphone.
How will progress be monitored and assessed?
Your learning is completed online through our online learning platform. All assessments are completed on that platform and you receive immediate feedback as they are marked online, automatically.
Successful completion of this course will provide you with a CPD certified Customer Service qualification that you can add to your CV.
All certificates are available in digital format that you can download from your portal once you have completed the course. A printed copy is available at request for an additional charge. See Costs and Fees below for more information.
After completing this course, could I progress onto another course?
At the end of this course you will be able to enrol on further SAFL or college courses. See our full course offer here.
Costs and Fees?
Course cost: £15
To request a printed certificate please email Contact_Safl@sandwell.gov.uk with your request.
Please note there will be a £10 fee for printing, processing and postage.
Concessions on course costs
100% Concession if in receipt of Universal Credit, Job Seekers or Employment Support allowance.
50% Concession if aged 60+.