CPD Prepare to Deliver Excellent Customer Service (CPD Certified)

Teacher
Kingsgate International College
Category:
Business
Level

CPD Level

Course Length

4 hours

Learning Methods
  • Online Materials
  • Online Assessment

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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Key Features:

  • Auto-enrollment with an immediate start
  • Fully online
  • Study from anywhere, at any time
  • Perfect for an introduction to a subject or a subject refresher
  • Great addition to your CV
  • Receive an e-certificate upon completion
  • Nationally recognised
  • Official CPD certified course

Course Contents:

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.

You will be assessed throughout your study by a series of assessment questions which are built into the course. Your answers are automatically saved and are available for you to revise and edit at any point before submission. You submit your assessment answers to your Tutor for marking, who will give you feedback on each question.
No. The communication you and your staff have with a Tutor or Learning Support Advisor will be via telephone, email or through The Skills Network’s online system, EQUAL.
If you do not pass an assessment, don’t worry. Once your Tutor has marked your work, you will receive an email instructing you to log into the system. If your result is ‘Refer’ this means your Tutor has highlighted some areas which need more attention in order for you to pass. You will then be able to re-attempt and re-submit the questions you didn’t pass first time round.
No. There are no maximum or minimum word counts for the assessments. It is important that you demonstrate to your Tutor that you have fully understood the question and applied your knowledge to each answer in a logical way. If your Tutor feels that an answer needs a little more detail, they will point this out in your feedback and you will be able to go back to the answer and rework it until you pass.
Your certificate will take between eight and twelve weeks to arrive. Once you have completed the course and submitted your final piece of work, your assessments will be marked and your work will go through an external quality assurance process. Once this process is complete, we send your certificate to you as soon as possible. If you require a confirmation of your achievement while you await your certificate, please contact us and we can send you a formal letter of achievement.
In order to be as flexible as possible, we are able to offer different learning and assessment methods for each learner to choose from. Learners are able to select from paper-based learning resources and paper-based assessment books which should be returned in the post on completion. Or they could choose to be assessed online but use paper-based learning resources to learn from. Finally, on a growing selection of our courses, learners are not only able to complete their assessments online but can also complete their learning online through an engaging collection of videos, games, quizzes and interactive content pages. Learners can see which assessment methods are available on each course page throughout the website.
Yes. All of our courses are fully accredited and recognised throughout the UK. Our suite of AAT courses are also recognised internationally too.

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Enrolled: 13 students
Duration: 4 hours
Level: Beginner

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Monday 9:30 am - 6.00 pm
Tuesday 9:30 am - 6.00 pm
Wednesday 9:30 am - 6.00 pm
Thursday 9:30 am - 6.00 pm
Friday 9:30 am - 5.00 pm
Saturday Closed
Sunday Closed
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