About the course
Customers and consumers are more likely to work with and/or purchase products from a business with well renown standards for customer service. These skills are even more valuable in modern business environments as they enable businesses to outdo competitors. Completing this NCFE Level 3 Certificate in Principles of Customer Service course will help you prove that you have a deep knowledge and understanding of the customer service industry. You will also acquire skills that will help you to be employed in the customer service sector. Learning to understand the need for quality, customer-centred approaches in all sectors will benefit you as you move into this career path. The qualification covers the key areas you need to work closely with clients of all ages and backgrounds to deliver a great service which will increase the profitability of any company.
Study time: 240 hours Enrolment length: 12 months Course format: Paper based pack Assignments: 8 written tasks Entry requirements: None specific
Unit 1: Understand the customer service environment
Delivering great customer service relies on many different things. There are lots of abilities that are needed to provide good customer service and one of the most important is the ability to communicate with customers. Each person’s needs are different and being able to effectively recognise and adapt your approach to suit a client is the best way to giving customer support which is tailored to their individual needs.
This unit will explore what you can work on with customers and how to pick up on their demeanour to change your approach and better suit the situation.
Unit 2: Principles of business
Customer service is an incredibly important aspect of any business and it is important to be able to work closely with different customers to provide a good service. In order to do this you will first need to understand exactly what customer service is and what providing this service entails.
This unit will cover the general idea of customer service and how employees can work within rules and regulations to provide client care. These rules and regulations change between various industries and will differ from time to time and it is important that you can understand how your service influence a company’s relations with clients.
Unit 3: Understand how to resolve customers’ problems or complaints
Having a good relationship with customers is key to being able to provide a quality service and give people what they want. In this unit of the course we will look at how you can work to provide quality customer service to your clients and develop strong working relations. Having good relations with customers will ensure that they are retained and will continue to work with your company for many years to come.
Unit 4: Understand customers and customer retention
Maintaining customer relations and loyalty is much cheaper than constantly finding new customers. You can maintain customers by ensuring they always have a positive customer experience. You can ensure this by being aware of your customer and their individual needs. Your company will target a specific demographic so you need to know how to relate to them effectively. While it is tricky, customer satisfaction can be measured and in this unit you will cover how and why it is measured.
Unit 5: Understand how to monitor customer service interactions and feedback
Customer feedback is very important. It is crucial that we collect customer’s opinions and reactions. When customer feedback is gathered we can analyse and scrutinize the information to work out any problem areas. Most customer feedback is based on their interactions with staff. Therefore, it is vital that we monitor customer service interactions. This could be anything from over the phone sales to policies and procedures that are in place.
Unit 6: Understand equality, diversity and inclusion in the workplace
All businesses require a group of people to work together harmoniously in order to be successful. This means that a collection of individuals, all with different backgrounds, ages and beliefs, must be able to work in a way that highlights their strengths. In order for this to work each person in the business environment must have a strong understanding of equality, diversity and inclusion and how to respect others that they work with. In this unit we will look at equality, diversity and inclusion in depth and discuss the benefits of having a diversified workforce.
Unit 7: Understand how to manage performance and conflict in the workplace
In this unit you will learn how to manage performance and conflict in the workplace. To manage performance and make sure it is as high as possible, you need to understand how to manage it. This can be individual or team performance. Managing a team effectively is not easy. Managing performance with business is not always positive. You may have to deal with teams or individuals who are underperforming. A good manager has to know how to deal with both positive and negative performance reviews and how to combat negative performance. Within teams not everyone will get along. It is the job of the manager to deal with any conflict within the team. This must be done sensitively and without judgement.
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