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BS010 Customer Service Bundle

Customer Service Bundle

This training has been designed to increase the awareness of an effective approach to customer service. It will demonstrate the importance of customer service and how to deliver excellent service by following the good practice identified in the training.

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Course Description

The information provided will support workers with their career development, will improve self-confidence and ensure that they are prepared to meet the needs of their internal and external customers.  For the employer it should help to ensure that employees are taking care of the customers of the business, thereby increasing customer satisfaction and retention and reducing complaints.

 

Aim

The Aim of this Training is to identify the principles and practice of effective customer service and the ways in which these can be used to enhance the customer service experience in most customer focused situations.

 

Objectives:

 

1.Identify customers and describe the importance of effective customer service

2.Describe the principles of effective customer service and the legislation relating to it

3.Explain how to meet customers’ needs and respond to their special requests

4.Describe the individual needs of customers and the actions required to meet them

Summary of Content:

Understanding Customers and Customer Service

-    What is a customer?

-    When you are a customer

-    What customers expect

-    Who are your customers?

-    External and internal customers

-    The need for exceptional customer service

-    Representing the organisation

-    Supporting internal customers

-    Helping your organisation to meets its objectives

-    Being the Best

-    Benefits of Good Customer

 

The Principles of Effective Customer Service

 

-    Being prepared

-    Appearance and behaviour

-    Making contact with customers

-    Effective communication

-    Making the customers’ needs the priority

-    Keeping promises

-    Exceeding expectations

-    Courtesy

-    Customers and the law

-    Understanding customer legislation

-    The laws that affect the service that you provide

-    Ensuring the health and safety of customers

-    Restricted goods and services

-    Keeping customer service records

-    The need for confidentiality

-    Why customers complain

-    The complaints procedure of the organisation

-    Understanding customers’ complaints

-    Taking action to resolve complaints

-    Using complaints to develop relationships with customers

-    Using complaints as an opportunity to make improvements

 

Providing a Service to Customers

 

-    Finding out about the customer’s needs

-    Checking own understanding

-    Sources of information and advice

-    Giving information and advice

-    Providing sensitive information

-    Checking the customers’ understanding of information provided

-    Providing the required products and service

-    Additional services

-    Benefit for the customer and the organisation

-    Collecting information about customers’ needs

 

Meeting Customers’ Individual Needs 

-    Types of individual needs

-    Disability awareness

-    Recognising customers’ individual needs

-    Effective communication with customers’ who have difficulties with usual communication   methods

-    Responding to customers’ individual needs

 

Previous Knowledge Required

Not Applicable

 

Support

Self Study Materials Only

 

Assessment

Not Applicable

 

Modules

• Effective Customer Service
• Meeting Customers Individual Needs
• Providing a Service to Customers
• Understanding Customers and Consumer Service

 

Awarding Body

Not Applicable

 

For more information about Awarding Bodies click here

£99.00

Suggested Duration:

Format: Electronic PDF