Understanding the Use of Communication in Customer Service
Virtual College
Summary
Overview
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 use of communication in customer service โ Level 2.
Good communication is fundamental to the delivery of good customer service. Most of the messages we send other people are nonverbal. In fact, non-verbal methods account for 50-80% of all human communications and can include for example; body language, appearance, posture or facial expressions. Verbal communication consists of two primary types, speech and writing, both of which are skills that must be mastered to avoid communication breakdowns.
This online training course has been developed to provide learners with the knowledge and understanding needed to provide good service to their customers, and can be used either as a standalone course, or used to compliment face-to-face training such as role play.
This course will cover the following learning outcomes:
- Understand non-verbal communication techniques when delivering customer service.
- Understand verbal communication techniques when delivering customer service.
- Understand when communication with a customer should be referred to someone else within the organisation.
This unit is a mandatory unit within the following qualifications:
- Level 2 Certificate in Principles of Customer Service (QCF)
- Level 3 Certificate in Principles of Customer Service (QCF)
CPD
Description
Lesson Plan
Topic areas covered include:
- Non-Verbal Communication Techniques
- Verbal Communication Techniques
- When Communication With A Customer Should Be Referred
Certification
On completion of this course you will be able to print a Virtual College certificate.
Duration
With approximately 64 interactive screens, it is estimated that this course will take approximately 1 โ 2 hours to complete (depending on learning speed). As an e-learning course you can complete this training in convenient stages. The system will record your progress throughout.
Target Audience
Although developed for those undertaking the Level 2 Understanding the Use of Communication in 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.
Questions and answers
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Legal information
This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.
FAQs
Interest free credit agreements provided by Zopa Bank Limited trading as DivideBuy are not regulated by the Financial Conduct Authority and do not fall under the jurisdiction of the Financial Ombudsman Service. Zopa Bank Limited trading as DivideBuy is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority, and entered on the Financial Services Register (800542). Zopa Bank Limited (10627575) is incorporated in England & Wales and has its registered office at: 1st Floor, Cottons Centre, Tooley Street, London, SE1 2QG. VAT Number 281765280. DivideBuy's trading address is First Floor, Brunswick Court, Brunswick Street, Newcastle-under-Lyme, ST5 1HH. © Zopa Bank Limited 2024. All rights reserved.