Customer Service Level 3 (City & Guilds)Studying in Malta
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Aimed at candidates with experience of working in a customer services environment who wish to progress to supervisory level. Candidates are likely to have experience of working as part of a team and now wish to develop their own skills further as well as progressing to a supportive role.
Candidates will not only have an understanding of the qualities and interpersonal skills required to deliver efficient and reliable customer service, but also how these should be adapted to
suit different customers and situations and how they can be monitored and developed in others within the team. They will also show an understanding of how the service offer is developed, how it
can be monitored and improved, and how organisations can use customer feedback to target and promote products and services.
ï¿½ identify and apply organisational standards, policies and procedures in providing customer service
ï¿½ analyse, select and use information from various sources for a given purpose
ï¿½ select, use and adapt appropriate communication techniques
ï¿½ provide solutions to customer problems that are acceptable to both parties
ï¿½ suggest and evaluate promotional techniques
ï¿½ design methods of capturing customer information and feedback
ï¿½ analyse customer feedback to suggest improvements to service
ï¿½ create materials that contribute to effective team work
ï¿½ assess their own and others' customer service skills and draw up development plans.