- Unit 1: Principles of customer service
In this unit, you’ll gain a foundational understanding of customer service, including how to identify customers’ needs, best practices for customer service delivery, and how brand affects an organisation’s customer service offering. You’ll also develop an understanding of how sales and consumer-related legislation and regulations impact the delivery of customer service.
- Unit 2: Understand customers
Gain an understanding of the different types of customers you might work with in this unit. You’ll examine the distinction between internal and external customers, the characteristics of challenging customers, and how cultural factors can affect customers’ expectations. Additionally, you’ll explore the link between exceptional customer service and customer loyalty.
- Unit 3: Understand employer organisations
Within this unit, you’ll explore the differences between the private, public and voluntary sectors, as well as the functions of different organisational structures. You’ll learn how internal and external factors influence organisations and why it’s important for businesses to adapt and evolve.
- Unit 4: Understand how to communicate with customers
This unit will explain the importance of effective communication in customer service and provide you with the skills to clearly communicate with customers verbally and in writing. You’ll discover the different forms of communication used in customer service and develop techniques for using ‘customer service language’ when dealing with customers.
- Unit 5: Know how to process information about customers
Customer information plays an important role in customer service today. In this unit, you’ll learn the basics of processing customer information and how to appropriately manage the customer service handover process. You’ll also explore the impact of legislation and regulatory requirements on the processing of customer information.
- Unit 6: Understand how to resolve customer problems and challenges
In this unit, you’ll explore how to navigate the more challenging elements of delivering customer service. You’ll learn how to spot common customer service issues, develop techniques to deal with agitated customers, and recognise the limitations of your own authority for resolving customer problems.
- Unit 7: Understand how to develop customer relationships
Learn how to develop relationships with customers and exceed their expectations. During this unit, you’ll explore the value of customer loyalty and understand how customers form expectations of their service providers. You’ll also learn how to add value to customer relationships and support customer service improvements.