Customer service skills - NCFE endorsed

Understand customer needs, wants, and expectations, and different types of customers.

Learn about policies, procedures, and legal and ethical requirements. Know the essentials for delivering customer service face-to-face, on the phone, over email, via social media and live chat.

Learning outcomes

• The learner will understand how legislation, such as the Data Protection Act and the Equality Act, relates to a customer service role
• The learner will know how to meet customer needs and be given tips for exceeding expectations
• The learner will understand the importance of delivering on promises to the customer, and will know not to over-promise or making decisions outside of the limits of their authority
• The learner will learn about the communication and negotiation skills often needed in customer service

Advantages of this course

• The service offer is the extent and limits of the customer service that an organisation is offering. This may vary from organisation to organisation, and also from product to product. Often, customers will ask about the features or benefits of a product, or request additional features, and it is essential that you have the knowledge to answer them, or know how to seek information and obtain help if you are unsure. This course will give you the confidence to handle customer questions and requests, and know what to say when you don’t have the answer to hand or the authority to handle the request.
• This course also gives guidance on customer interactions through social media platforms or a live chat function
• Websites and video resources are utilised to explain how to deliver great customer service to all customers – internal and external
• Additional activities encourage the learner to reflect on the learning
• There is also suggested extra reading that gives both practical information and links to websites to expand knowledge

On successful completion of this course, you will receive a Laser e-Certificate (included in the course price). You will also have the option of purchasing a NCFE Endorsed e-Certificate for an additional £4.99.

Endorsement statement: Our short course has been reviewed by a Subject Specialist and endorsed by CACHE demonstrating the quality and rigor. This is an unregulated programme and is not a nationally recognised qualification.

After purchasing this course on Reed, a customer service representative from Laser Learning will email you with instructions on how to access your course on the Laser Short Course website.

If the purchase was made within business hours, you should expect your email within 1-2 hours. If your purchase was made outside of business hours, you should expect your email the next working day.

This short course is perfect for staff in a customer facing role, or those preparing for a job in customer service.

A computer, mobile, or tablet and an internet connection

Currently there are no Q&As for this course. Be the first to ask a question.

Certificate of completion

Digital certificate - Included

NCFE endorsed certificate

Digital certificate - £4.99