Unit 1: Understand the customer service environment
In this unit your employees will receive a fundamental understanding of the concepts and practices that underpin customer service delivery. They will learn how customer service is used as a competitive tool, the importance of branding and customer perception and the potential impact of good and bad customer service.
Unit 2: Principles of business
This unit will develop your employees’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. They will also learn the legal obligations of businesses, key financial terminology and the relationship between sales and marketing.
Unit 3: Understand how to resolve customers’ problems and complaints
In this unit your employees will increase their knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. They will develop their understanding of negotiating techniques, enabling them to successfully resolve issues and learn how these impact upon customer loyalty and enhance business performance.
Unit 4: Understand customers and customer retention
This unit will establish your employees’ understanding of the concept of the ‘customer experience’. They will explore the benefits of customer retention and loyalty and how to measure and analyse performance data.
Unit 5: Understand how to monitor customer service interactions and feedback
In this unit your employees will learn the techniques needed to monitor the quality of customer interactions and gather information and provide feedback on performance to colleagues. They will learn how to analyse feedback to recommend improvements to customer service.
Unit 6: Understand how knowledge resources and service partnerships are used to support customer service delivery
In this unit your employees will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. They will also understand how to work effectively in a service chain by building positive relationships with customer service partnerships.
Unit 7: Understand equality, diversity and inclusion in the workplace
In this unit your employees will learn about equality, diversity and inclusion in both personal and organisational situations, including updating their knowledge of current legislation.