"Customer Service is not a department, it is everyone's job ..."
Gain an industry-recognised, accredited customer service qualification by studying this online course. Customer Service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers.
What makes for great customer service?
Excellent customer service is exceeding the customer’s expectations and produces happy customers. Exceeding customer expectations can improve customer loyalty and improve your sales and boost customer retention.
Why study the Principles of Customer Service?
Excellent and consistent customer service is the foundation of any successful business and this course focuses on the critical role individuals play in building customer loyalty and creating positive service experiences and teaches you everything from the fundamentals of customer service through to the more complex skills.
In a world where small businesses need to do more than just sell products; they also want to build relationships. Customer service is a key part of the promise that your brand makes to a customer.
The demand for customer service exists in all sectors of industry and commerce, at least three million people work in this area as illustrated by research carried out by the Institute of Customer Service. This means there is a lot of competition for these roles. Those skilled in customer care bring value to their organisations and will find that their talents are in high demand across all channels – with this course, this could be you.
In this Customer Service course you will:
- Understand excellent service and why it is important
- Identify what customers want
- Devise a plan for service excellence
- Deliver a service excellence project
- Monitor and assess the effectiveness of the plan
- Maintain service excellence in your organisation
- Explore the role of customer service in creating great customer experiences.
What you'll learn
Unit 1 - Principals of Customer Service and Delivery
This unit provides learners with an understanding of delivering effective customer service, legal and ethical requirements and maintaining customer service levels
Unit 2 - Understand Customers
In this unit, learners will gain an understanding of the different types of customers and what the relationship between good customer service and customer loyalty looks like and what effect this has on the organisation in terms of reputation and image
Unit 3 - Understand Employer Organisations
This unit will ensure learners understand organisational structures and the differences between the private, public and voluntary sectors. At the end of the unit learners will be able to describe the internal and external influences on organisations and why change within the business environment is important.
Unit 4 - Understand How to Communicate with Customers
In this unit learners will have the opportunity to increase their knowledge of different communication techniques. They will identify and adapt their communication styles in order to offer the best customer service. Learners will increase their knowledge of the different forms of written communication and be able to select the most appropriate method that meets the needs of the customers.
Unit 5 - Understand How to Handle Customer Information
This unit will develop the learner’s understanding and knowledge of customer service information systems and handover procedures – including recording, retrieving and processing information accurately. Learners will also learn how to plan and carry out handovers with colleagues in line with organisational procedures.
Unit 6 - Understand how to handle objections, promote additional products or services and close sales
This unit provides learners with the knowledge of how to handle sales objections. Learners will be able to establish the nature of the objection and promote the benefts of the product and service to overcome objections and close the sale. Learners will also be able to identify opportunities to promote additional products in line with organisational procedures.
Unit 7 - Principles of equality and diversity in the workplace
This unit develops the learner’s understanding of the standards and expectations for equality and diversity in the workplace. Learners will be able to identify the potential consequences of failing to comply with relevant legislation.
NCFE is the leader in vocational and technical learning committed to powering a more intelligent education eco-system. We combine over 170 years of experience with deep insight into what is needed and what works.
From world-class qualifications and content to new assessment methodologies, from innovative technology platforms to partnership opportunities with our network of expert collaborators – NCFE galvanises the education sector to shape the most innovative solutions for individual learning needs. In doing this, we’re working for a fairer education system for all learners to power inclusivity and choice.
At the end of this course, successful learners will receive an NCFE Qualification and a Learner Unit Summary (which lists the details of all of the units you have completed as part of your course). You can read more about NCFE here. Tens of thousands of people each year further their education with an NCFE award.
How is this course assessed or examined?
Throughout this course, you may be expected to complete assignments, essays, research projects, posters, leaflets, presentations, video/audio recordings, work-based and practical learning sessions to meet the requirements of your course. This information will be included in your study pack detailing exactly what you need to do to accomplish your goals as a student.
While there are no strict entry requirements for this level two principles Principles of Customer Service course, it is strongly recommended that you have the ability to effectively read and write in English.