This course is split into seven manageable units. These are:Unit 1: Principles of customer service and delivery
This unit provides learners with a fundamental understanding of customer service. Learners will also develop knowledge of legal and ethical requirements that relate to customer service and maintaining customer service information. This unit also covers the importance of managing customers’ expectations.Unit 2: Understand customers
This unit will develop learners’ knowledge of the different types of customers. Learners will gain an understanding of the links between good customer service and customer loyalty, as well as how these factors affect the organisation in terms of reputation and image.Unit 3: Understand employer organisations
This unit provides learners with an understanding of varied organisational structures and the differences between private, public and voluntary sectors. Learners will discover the internal and external influences on organisations, and why change in the business environment is important.Unit 4: Understand how to communicate with customers
This unit will ensure learners understand the importance of effective communication in customer service. Learners will discover different communication techniques, and how to identify and adapt their own communication styles in order to offer the best customer service.Unit 5: Understand how to handle customer information
This unit will develop learners’ knowledge of customer service information systems and handover procedures. Learners will also discover the different responsibilities and levels of authority for processing customer service information.Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
This unit provides learners with a foundation of knowledge to enable them to deal with challenging customers. Learners will develop their knowledge of techniques to resolve problems and manage unresolved problems by referring to other sources.Unit 7: Understand how to develop customer relationships.
This unit will provide learners with an understanding of how to develop customer relationships and the value of customer loyalty. Throughout this unit, learners will consider customers’ expectations, and the limits of their own authority to make alternative service offers to customers.
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