Overview
The role of a customer service practitioner is to deliver high-quality products and services to their organisation's customers. This certificate will support you in providing a high-quality service to customers.
This certificate will develop your knowledge and skills in the delivery of effective customer service which will include principles of customer service, understanding customers’ needs and expectations and how to respond to problems and/or complaints.
With this certificate, you will also build key knowledge and skills in legislation which not only supports customer service but also builds your confidence in business compliance. Additionally, you will develop key skills such as interpersonal and teamworking skills, effective communication and developing yourself.
Course Content
- Customer service principles
- The types of customers’ in an organization
- Customers’ expectations
- Common causes of customer problems and complaints
- Skills for effective teamworking
- Building and maintaining effective working relationships Key legislation relating to the consumer law
- Understanding organisations
- Communication methods and ways to obtain and use feedback
- Self-assessment techniques and personal development
Learning Outcomes
- Principles of customer service
- Customer needs and expectations
- Responding to customers’ problems and/or complaints
- Interpersonal and teamworking skills
- Legislation which supports customer service process
- Communicating effectively with customers
- Customer service improvements and developing self
