Course Aims
- This course aims to equip learners with understanding of what ‘excellence in customer care’ and how positive first impressions in all aspects of business are essential ingredients for success.
- Participants will develop confidence, communications skills and personal effectiveness through understanding benefits of a proactive attitude, assertive behaviour, effective listening skills, good teamwork to achieve goals, positive personal image and professionalism.
- This course also aims to develop participants’ competence in front office administration and ICT skills.
Course Outline:
Part 1:
- To provide learners with understanding of current best practice and principles of customer service and their application for product and service centred organisations, paying, non-paying and internal customers.
- To provide knowledge and understanding regarding the use of customer service standards of excellence and rating systems with examples of organisations who achieve these standards.
- To introduce the concept of customer relationship management and customer service as an organisational strategy to increase sales or improve service provision and the importance of a whole company and team approach.
- To provide understanding of consumer-related legislation and its practical implications for customer service provision.
Part 2:
- To enable participants to develop effective communication skills when dealing with customers i.e. personal effectiveness, assertiveness skills, listening, dialogue and negotiation, teamwork, empathy, respect for diversity, not taking behaviour of others personally, personal presentation, approachability, professional attitude and tone.
- To gain practical customer service skills techniques, e.g., providing sales and marketing information, getting customer feedback, building on positive feedback, dealing with complaints and awkward situations, adhering to organisational policies and procedures, diplomacy & tact, working effectively within a customer service team.
- To develop skills in practical business administration/communications to include written correspondence, transaction documents, telephone skills, information-giving, communications technology, enhancing customer perception through awareness of image and presentation of the physical environment, advertising and marketing materials.
Assessment
Skills Demonstrations – 50%. Portfolio of Work – 50%.
Entry Requirements
Level 4 certificate or equivalent. Or mature students with relevant work / life experience.