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Certificate In Customer Service

This course aims to develop individual’s knowledge and skills in all aspects of customer service, from understanding and meeting customer needs, giving a great customer experience and learning from feedback and promoting products and services. This qualification is ideal for those who are dealing with people or working in a customer service delivery role in any industry.

Dates: 2nd, 9th, 16th, 23rd October

Email funding@hrchampions.co.uk or call 01452 331 331 (option 3) to find out more.

02,Oct,2019 -  23,Oct,2019
09:00:00 -  17:00:00

Event description:

Day 1
Principles of Customer Expectations:
• Identify the differences in working in a customer service role within different sectors
• Understand how and what customer expectations are
• Describe how to balance the needs and expectations of the customer


Impacts on Customer Expectations/Satisfaction:
• Describe how the individuals and the customers behaviours affect expectations
• Identify and use different methods of  communication to meet a range of customer expectations
• Develop the interpersonal skills which can be used to achieve customer satisfaction


Day 2
Customer Service Problems/Complaints:
• Describe techniques for dealing with customer service problems/complaints
• Identify the factors that need to be considered when finding a solution to a customer service problem
• Describe how the use of record keeping systems help manage and support the customer service process

Supporting Legislation:
• Identify how relevant legislation affects the customer service process
• Understand the important of maintaining security and confidentiality of data, including different forms of contracts
• Explain the purpose of codes of practice and their relationship to customer service

Day 3
Practising Effective Customer Service:
• Understand the benefits of evaluating the customer service experience
• Discuss and design a method of obtaining customer feedback
• Explain the techniques used to monitor and review the impact of any changes introduced in an organisation to customers, employees and the organisation


Product Promotion and Services:
• Understand how unique selling points (USP) can influence the customer choice of products and services
• Discuss how organisations promote their products and services
• Describe the important of evaluating promotions


Day 4
Effective Teamwork:
• Identify different communication techniques used when managing a team
• Describe the inter-personal skills required for effective team working
• Understand why it is important to review the dynamics of team working and agree set goals with team members


Monitoring of Performance:
• Discuss the methods used by organisations to set levels of customer service performance
• Identify methods for monitoring the performance of individual and teams
• Explain how team members can self-assess and develop their customer service skills and knowledge

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IN A NUTSHELL

HR Champions provide first class HR and Employment Law support and advice to UK businesses; operationally and strategically. If you're an employer you'll potentially need some, if not all, of the services we offer.

We deliver excellent management and soft skills training suitable for all organisational levels. We are ILM and City & Guild accredited and Ken Blanchard approved.  

FIND US

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We are located in Gloucester in the West of the UK close to the M4 and M5 corridors. For a precise map and directions find us on Google Maps

We have clients all over the UK but predominantly within about an hour's drive time of our offices; in Gloucestershire, South Gloucestershire, Worcestershire, Bristol and Swindon & Wiltshire.

Get in touch.