Prepare to deliver excellent customer service (CPD Certified) online
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NOTE: All enrolments are subject to validation by Redbridge Institute and do not guarantee a place on a course.
| AA6019 | Prepare to deliver excellent customer service (CPD Certified) ONLINE | 01/08/2023 | 31/07/2024 | | | ONLINE - ZZ99 9ZZ | |  |  |
Information about fees and concessions will be available on the next page
Some courses may only be available for enquiries due to limited places
More information about this Course
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This is an online course, you can enrol and start at any time between the advertised start date and the end date.
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How will the course benefit me?
Are you looking to improve your customer service skills by completing some advanced customer service training? This course provides you with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service. You will look at how customer’s needs and expectations are identified and the importance of customer service in an organisation. You will gain the crucial skills you need to be a successful customer service advisor, such as handling complaints from customers and the legislation that relates to customer service.
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What will I learn?
How to use the EQUAL online learning platform to complete tasks and assessments.
This course is split up into manageable sections, including:
Section 1: The principles of customer service in an organisation
In this section, you will begin to identify products and services provided by the organisation in which they work – the policies and procedures for customer service and the potential consequences of offering poor customer service.
Section 2: How customer needs and expectations are identified
You will look at how to identify and meet customer expectations in this section, and will learn to attend to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated.
Section 3: How to balance customer expectations against the organisation’s offer
In this section, you will work towards understanding the effect of resource and financial implications, and situations in which customer service is limited and will learn how to meet customer expectations outside of the organisation’s offer.
Section 4: How complaints are handled
This section helps you understand what leads to customer complaints, the procedures to find a resolution for a customer complaint, the differing effects of complaints and why complaints are monitored.
Section 5: Legislation relating to customer service
You will look at the customer-related legislation that affects customer service, individual health and safety responsibilities and gaining approval to make changes to procedures and practices.
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Career Opportunities
This course supports progression onto a range of other CPD online courses. Or you may be interested in our range of online Level 2 vocational courses that are also on the EQUAL online learning platform.
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Assessment / Exam
You will complete online evidence demonstrating how you meet the course criteria. The average time to complete this online course is 2- 6 hours you may however complete in more or less time. It will depend on your commitment to the course. You will receive instant feedback from auto marked assessments. At the end of the course you will receive a your personalised Official CPD certificate
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Entry Requirements
Spoken and written English at Level 2 and be a confident IT user - experience in using web-based learning would be beneficial. You will also need to be motivated to undertake personal study. You will need an email address to use the EQUAL online learning platform
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Additional Material Cost
To fully participate in this FULLY ONLINE course you will need: - a PC/laptop/tablet with a fully updated browser (preferably Google Chrome) you will need access to a reliable internet connection.
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Health & Safety
You will be need to be familiar with staying safe while learning online. If you have not completed any online- safety
training it would be beneficial to complete an online safety module. You can find modules here
https://www.learnmyway.com/subjects/online-safety/ . You can register for free using our log in 3453711. You will need to use your personal email to account to to access the EQUAL secure online learning platform. Depending on the course you are enrolled for you may need a private space while participating in the online part of the course.
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How will the course be delivered?
You must have access to the internet and a suitable device, preferably a PC or laptop to enable you to access the EQUAL online learning platform. You will be given access to online materials which will take you step by step through
the course and help you to develop independent learning skills. All assessment answers are submitted through the EQUAL online learning platform
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