- Unit 1: The importance of appearance and behaviour in customer service
Appearance and behaviour are key elements of delivering an excellent customer service experience, and in this unit, you’ll master both. You’ll learn how to dress to impress, make a great first impression and how to recognise and respond to customer needs.
- Unit 2: Legislation, regulation and procedures to follow in customer service
In this unit, you’ll explore the legislative and regulatory requirements that relate to a customer service job, and how to appropriately carry them out when delivering customer service.
- Unit 3: Understand how to deal with queries and requests
During this unit, you’ll learn how to clearly and effectively respond to straightforward customer queries and requests. You’ll start by understanding the different services and products typically offered by sections and departments. Then, you’ll delve into customers’ frequently asked questions, common requests and how best to respond to them.
- Unit 4: Communicate customers’ problems with others
Learn how to communicate customer problems like a pro. In this unit, you’ll become proficient in gathering details from customers and communicating customer concerns with colleagues. You’ll also learn why it’s important to keep customers informed of progress and how to resolve problems to the customer’s satisfaction.
- Unit 5: The customer service job role
This unit will explore the ins and outs of a customer service job. You’ll look at different types of customer service jobs, what’s expected of customer service workers, and the impact individuals have on the overall customer experience.
- Unit 6: Handling telephone calls from customers
In Unit 6, you’ll master the skills required to appropriately handle telephone calls from customers. You’ll examine the importance of phone etiquette and learn how to receive, transfer, and close calls in a professional and friendly manner. You’ll also discover best practices for overcoming common communication problems that arise whilst on the phone.
- Unit 7: Communicate effectively with customers
Understand how the way you communicate with customers impacts the customer service experience. In this unit, you’ll learn how to clearly communicate with customers, actively listen to their needs, and appropriately use information to help alleviate their concerns and create a positive customer experience.
- Unit 8: Effective relationships with customers and colleagues
In this unit, you’ll gain an appreciation for creating and maintaining positive relationships with customers and colleagues. You’ll explore different communication methods, the importance of body language and how to effectively relate to customers and colleagues to ensure a favourable customer experience.
- Unit 9: Introduction to customer service
This introductory unit will explore the key elements of customer service. You’ll become familiar with basic customer service terms, explore the differences between internal and external customers, and draw valuable lessons from your own personal customer service experiences.
- Unit 10: Working in a customer-focused way
Develop a polite and positive approach to working with customers. Throughout this unit, you’ll learn how to impress customers with your knowledge and reliability, demonstrate respect and consideration, and make your customers feel at ease.