This course provides you with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service.

This course is CPD certified.

£25

Funding may be available for this course. Please contact our team to check your eligibility.

By the end of the course, you will understand how customers' needs and expectations are identified and the importance of customer service in an organisation. You will gain the crucial skills you need to be a successful customer service advisor, such as handling complaints from customers and the legislation that relates to customer service.

• The principles of customer service in an organisation:
  • Identifying products and services provided by the organisation in which they work
  • Policies and procedures for customer service
  • The potential consequences of offering poor customer service
• How customer needs and expectations are identified:
  • How to identify and meet customer expectations
  • Attending to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated
• How to balance customer expectations against the organisation’s offer:
  • The effect of resource and financial implications
  • Situations in which customer service is limited
  • How to meet customer expectations outside of the organisation’s offer
• How complaints are handled:
  • What leads to customer complaints
  • The procedures to find a resolution for a customer complaint
  • The differing effects of complaints
  • Why complaints are monitored
• Legislation relating to customer service:
  • Customer-related legislation that affects customer service
  • Individual health and safety responsibilities
  • Gaining approval to make changes to procedures and practices

To attend this course, students will require access to the internet and a web browser application (e.g. Google Chrome).