COURSE CURRICULUM
Module 01 : Customer Service and Legislation
- Introduction
- Customer service and legislation
Module 02 : Customers and Communication in Business
- Introduction
- Identifying customers and their characteristics
- How satisfaction is affected by customer service
- Understanding your products and services
- Communicating effectively with customers
- Tailoring your approach to suit customers
Module 03 : Creating a Positive Impression Among the Customers
- Introduction
- First impressions
- Building a strong rapport
- Responding appropriately
Module 04 : Dealing With Requests, Queries and Issues
- Introduction
- Recognising and dealing with queries in a professional manner
- How to work with colleagues to answer requests
- Keeping clients informed
- Using procedures and systems to deal with issues
- When to pass problems to a colleague
- Managing difficult situations
- Behaving assertively
Module 05 : Customer Relationship
- Introduction
- The importance of consistency
- Boosting a client’s confidence in you
- How your behaviour influences a customer
- Delivering to meet the standards of your company
- Continually meeting expectations
- Developing long-term customer relations
Module 06 : Feedback and Sales
- Introduction
- Identifying ways to improve
- Types of feedback
- Dealing with feedback
- Sharing information with others
- Providing information to customers
- Customers who have reservations
Access Duration
The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.
*Please note that Opera PMS software is not included with this course
Method of Assessment
This online course will be evaluated through written assignments. In order to complete this programme successfully, all students are required to complete a series of assignments. The completed assignments must be submitted via the online portal. Your instructor will review and evaluate your work and provide your feedback based on how well you have completed your assignments.
While the submission of your assignment is compulsory for you to get your Quality Licence Scheme certification, you can also receive another CPD & iAP, free e-certificate if you take a 20 multiple choice exam.
Certification
Those who successfully complete the course will be issued the Diploma in Customer Service and Opera PMS Software Training at QLS Level 3 by the Quality Licence Scheme.
Course Code: QLS-03793
Endorsed by
The Quality Licence Scheme is part of the Skills and Education Group, a charitable organisation that unites education and skills-orientated organisations that share similar values and objectives. With more than 100 years of collective experience, the Skills and Education Group’s strategic partnerships create opportunities to inform, influence and represent the wider education and skills sector.
The Skills and Education Group also includes two nationally recognised awarding organisations; Skills and Education Group Awards and Skills and Education Group Access. Through our awarding organisations we have developed a reputation for providing high-quality qualifications and assessments for the education and skills sector. We are committed to helping employers, organisations and learners cultivate the relevant skills for learning, skills for employment, and skills for life.
Our knowledge and experience of working within the awarding sector enables us to work with training providers, through the Quality Licence Scheme, to help them develop high-quality courses and/or training programmes for the non-regulated market.
