Understanding the Principles of Customer Service

The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the principles of customer service – Level 1

Customer service is the provision of service to customers before, during and after a purchase. To guarantee high quality customer service you must ensure your products and services consistently meet or surpass customer expectations. In a competitive marketplace where businesses compete for customers, the development of customer service skills is seen as a fundamental differentiator and increasingly has become a vital element of business strategy.

As a result, this course has been developed to provide learners with an increased understanding of the principles behind providing a good service to customer.

This course will cover the following learning outcomes:

• Understand the relationship between customer expectations and customer satisfaction
• Understand the service offer of organisations
• Understand how the service chain supports the delivery of good customer service

This unit is a mandatory unit within the following qualification: Level 2 Certificate in Principles of Customer Service (QCF)

Lesson Plan

Areas covered include:

• Welcome and Module Aim
• The Relationship Between Customer Expectations and Satisfaction
• The Service Offer of Organisations
• How the Service Chain Supports the Delivery of Good Customer Service

Certification

On completion of this course you will be able to download a Virtual College certificate.

Duration

Approximately 1 hour. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like.

Target Audience

Although developed for those undertaking the Level 2 Certificate in Principles of Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care.

Entry Requirements

There are no specific entry requirements for this course.

How it Works

What

This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.

How

The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consists of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course

When

The course is self-paced so you decide how fast or slow the training goes. You can complete the course in stages revisiting the training at any time.

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

Certificate of completion

Digital certificate - Included