Certificate in Customer Care Service

Course Content

In a customer service role you will often be the first point of contact for your company, so it is important that you make the right impression. Whether you deal with customers face-to-face, or via telephone or email, this qualification is the ideal way to improve your communication skills and develop a deeper understanding of their needs.

With Customer Service you can:
Develop your knowledge of customer service practices and procedures
achieve a recognised qualification that will enhance your CV
Gain practical, transferable skills for the workplace.

Current Modules Covered

Each unit has a credit value. You will need to build up 13 credit values to achieve a Level 2 Certificate in Customer Service. The units and their individual credit values are summarised below:

Unit 1: Understanding the Organisation (4 credits):
The factors that affect an organisation and the customer service role
Employee rights, responsibilities and organisational procedures
Career pathways within customer service
how employees are supported within their customer service roles
Policies and procedures of the organisation.

Unit 2: Prepare to Deliver Excellent Customer Service (4 credits)
The principles of customer service in an organisation
how customer needs and expectations are identified
Balancing customer expectations against the organisation’s offer
how complaints are handled
Legislation relating to customer service.

Unit 3: Communication in the Customer Service Role (5 credits)
Methods of communication used with customers
How to handle customer service information
How to work as part of a team to provide effective customer service
How to meet the needs of customers
The importance of promoting and evaluating products and services.

Length

This course is studied online so you can start at anytime and is free of charge

Customer Care – Benefits

• How to handle objections
• Understand the importance of customer care in a sales environment
• How to handle complaints in a positive way
• How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner

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