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.

 

 Location

  • Online.
  • Study anywhere and at your own pace.
  • Enrol at any time.

To find out more about how Blended and Online courses are delivered Click Here

Course Details

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.

Teaching

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. 

 

Entry Requirements

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. You would also need a good level of English in order to understand the course materials and complete the course. 

 

Equipment Needed

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. 

 

Qualification

Successful completion of this course will provide you with a CPD certified Customer Service qualification that you can add to your CV.

 

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?

There are no fees charged to you for a limited time only.

Enrol on the course before January 2021 to be eligible. 

Costs will be payable after this point.