Customer Service Level 1 & 2 (City & Guilds)

Studying in Malta
Online

350 
+IVA
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Informazione importanti

  • Corso
  • Online
Descrizione

The following course, offered by Studying in Malta, will help you improve your
skills and achieve your professional goals. During the program you
will study different subjects which are deemed to be useful for
those who want to enhance their professional career. Sign up for
more information!

Informazione importanti

Cosa impari in questo corso?

Customer service

Programma

Aim

The qualification is aimed at people seeking a first qualification in customer service. It is a single subject, demonstrating an understanding of the principles behind customer service and a
foundation upon which to progress within this particular area of study. Potential job occupations are: Bank/Building Society Customer Adviser, Customer Service Adviser (Post Office), Customer Service Assistant/Manager or Local Government Customer Services Officer.

Aims to provide the learner with the essential knowledge and skills required to deliver good customer service within the limit of their responsibility. They will show an understanding of what is meant by customer satisfaction and what the needs and expectations of different customers are and how to deal with them, demonstrating the knowledge of appropriate verbal and non-verbal communication techniques.

  • complete routine forms accurately using information supplied
  • record customer information and know why this must be kept confidential
  • describe the steps that could be used to solve customer queries and complaints
  • demonstrate written communication skills by accurately drafting messages and

correspondence according to guidance, and describe appropriate non-verbal skills

  • identify different types of customer and ways of dealing with them
  • identify organisational standards, policies and procedures
  • apply knowledge to solve customer queries and complaints
  • demonstrate written communication skills by accurately drafting messages and correspondence
  • describe communication and interpersonal skills required to deal with different customers
  • record and use customer information according to current legislation
  • create questions suitable for gathering customer feedback.


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