This course is split into seven manageable units. These are:Unit 1: Understand the customer service environment
This unit provides learners with a fundamental understanding of the concepts and practices that underpin good customer service delivery. Learners will develop an understanding of 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 learners’ knowledge of business markets, innovation and growth, financial management and the principles of marketing. Learners will discover and understand 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
Within this unit, learners’ will increase knowledge of different techniques and organisational procedures for dealing with customer problems and complaints. Learners will develop their understanding of negotiating techniques, enabling them to successfully resolve issues, and discover how these impact upon customer loyalty and enhance business performance.Unit 4: Understand customers and customer retention
This unit will establish learners’ understanding of the concept of the ‘customer experience’. Learners will explore the benefits of customer retention and customer loyalty, as well as developing knowledge of how to measure and analyse performance data relating to sales performance.Unit 5: Understand how to monitor customer service interactions and feedback
This unit will provide learners with the techniques needed to monitor the quality of customer interactions. The ability to use and identify techniques in order to gather required information and provide feedback on performance to colleagues is explored in this section. Learners will also develop an understanding of how to gather and analyse customer feedback in order to recommend improvements to customer service.Unit 6: Understand how knowledge resources and service partnerships are used to support customer service delivery
Throughout this unit, learners will gain a comprehensive understanding of a customer service knowledge base, enabling them to identify the content requirements of resource materials. Learners 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
This unit will increase learners’ understanding of equality, diversity and inclusion in both personal and organisational situations including updating their knowledge of current legislation. Learners will discover how to portray positive behaviour which supports equality, diversity and inclusion in the workplace.
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