South London College
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Customer service is a very crucial aspect of an organisation that is sought by every single customer. Organisations have started to largely invest their money and efforts to establish a strong customer service department within their organisation, which is why it has turned into a booming industry with plenty of employment opportunities. If you too want to get into this industry or wish to make some progression in your career, this course is a great way get going, given you have a recognised qualification at level 3 or above in a related disciple.
This course starts off with the fundamental aspects of customer service to guide you on how to apply it within a business environment. This comprehensive course will then build your knowledge on how to improve your communication process, how to continuously refine your customer service strategy and on how to how to implement a successful customer service plan in any industry that you work in, all the presenting you with great customer service tips and tricks that are used by professional around the world.
Customers are the key in customer service. Therefore, the course curriculum will also touch on the basics of handling customers in a courteous and friendly way to strengthen relationships with them. You will also get to delve into the customer service environment of an organsiation and on how important it is for you to manage and avoid conflicts in the workplace so that it does not negatively impact the staff performance and productivity.
The course has been endorsed under the ABC Awards and Certa Awards Quality Licence Scheme. This means that Global Edulink* has undergone an external quality check to ensure that the organisation and the courses it offers, meet defined quality criteria. The completion of this course alone does not lead to a regulated qualification* but may be used as evidence of knowledge and skills gained. The Learner Unit Summary may be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this subject. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.
The course itself has been designed by Global Edulink* to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards & Certa Awards endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.
*South London College is an approved reselling partner for ABC Awards courses under Global Edulink
*Regulated qualification refers to those qualifications that are regulated by Ofqual / CCEA / Qualification Wales
What Will I Learn?
- Gain a clear understanding of the fundament aspects of customer service and apply them within your business environment.
- Improve your communication process and how to effectively communicate with customers.
- Learn how to continuously refine your customer service strategy in order to achieve the best possible outcome.
- Learn how to implement a successful customer service plan in any industry that you work in.
- Learn how to enhance your customer service relationship with your current and potential customers.
- Learn how to manage conflict in the workplace and ensure it doesn’t negatively impact staff performance.
1: Customer Service Environment
2: Principles Of Business
3: Resolving Customer’s Problems Or Complaints
4: Customers And Customer Retention
5: Monitor Customer Service Interactions And Feedback
6: Equality, Diversity, And Inclusion In The Workplace
7: Manage Performance And Conflict In The Workplace
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.
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.
At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and Certa Awards and a Learner Unit Summary (which lists the components the learner has completed as part of the course).
Course Code: QLS-03792
Awarding body (Accreditation)ABC Awards and Certa Awards have long-established reputations for providing high quality vocational qualifications across a wide range of industries. ABC Awards and Certa Awards combine over 180 years of expertise combined with a responsive, flexible and innovative approach to the needs of our customers. Renowned for excellent customer service, and quality standards, ABC Awards and Certa Awards also offer regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK.
Who is this course for?
- Customer Service Supervisors and Managers
- Anyone who wants to learn about customer service
- Learners should be age 19 or over, and must have a basic understanding of Maths, English, and ICT.
- A recognised qualification at level 3 or above in any discipline.
- Customer Service Associate – £18,802 per annum
- Customer Service Representative – £17,907 per annum
- Customer Service Manager – £27,782 per annum
- Customer Service Team Leader – £23,157 per annum
- Customer Service Supervisor – £19,487 per annum
- Assistant Manager, Customer Service – £20,522 per annum
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