Course Overview

The duration of this course is11-13 weeks.

This course will enable learners to develop central knowledge of how to carry out customer service tasks.

As part of the course you will study seven mandatory units:

UNIT 1 – Principles of customer service and delivery

• Section 1 Understand customer service
• Section 2 Understand how legal and ethical requirements relate to customer service
• Section 3 Understand how to deliver effective customer service
• Section 4 Understand the management of customer service information
• Section 5 Understand customer service delivery

UNIT 2 – Understand customers

• Section 1 Understand different types of customers
• Section 2 Understand the value of customers and their loyalty

UNIT 3 – Understand employer organisations

• Section 1 Understand organisational structures
• Section 2 Understand the organisational environment

UNIT 4 – Understand how to communicate with customers

• Section 1 Understandhowtocommunicateverballywithcustomers
• Section 2 Understand how to communicate with customers in writing

UNIT 5 – Understand how to resolve problems and deliver customer service to challenging customers

• Section 1 Understand the delivery of customer service to challenging customers
• Section 2 Understand the resolution of customer service problems

UNIT 6 – Understand how to develop customer relationships

• Section 1 Understand how to develop customer relationships
• Section 2 Understand how to exceed customer expectations
• Section 3 Understand how to support customer service improvements

Assessment Methods

Assessments are due at the end of each unit. Your tutor will assess your work and build up your portfolio of evidence of learning. A certificate will be awarded on satisfactory submission of evidence of learning for the units studied.