Certificate in Customer Service Level 3

Provided by BYTSYZ e-Learning

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About the course

Course Modules

  • The Customer Relationship
  • Effective Customer Service
  • Dealing With Difficult Situations
  • Measuring Customer Satisfaction

This BYTSYZ online course is suitable for

Anyone who wants to develop and gain recognition for their customer service skills but do not have the time or resources to attend face-to-face training sessions. This course takes a 'bite-sized' approach to gaining customer service skills and competence by focusing on the key issues, including:

This online course is designed specifically for anyone who is:

The course will appeal to individuals from any occupational background, who have responsibility for delivering exceptional levels of customer service, including people with responsibility for:

The course is designed to build and broaden the skills and knowledge of customer service including practical techniques in managing the customer relationship, dealing with difficult customers, managing customer complaints, providing excellent customer service. This course can contribute towards the learning required for NVQ Customer Service level 3 and will equip individuals to support and manage others in delivering effective customer service. Specifically the course will explore:

The course provides a detailed analysis of team leadership by focusing on:

Course Objectives

  • Understanding customers
  • Managing customer expectations
  • Dealing with complaints
  • Ensuring satisfaction
  • Interacting with customers on a regular basis as part of their work
  • Looking to progress their career in customer service
  • New to customer service and wishes to develop the skill-set and knowledge to carry out the role effectively
  • Currently practising in customer service, but wishes to further develop and enhance their skills
  • Experienced in customer service, and is looking for continuous professional development that will support their role
  • Day to day customer liaison
  • Dedicated customer service
  • Complaints handling
  • Dealing with customers from a call centre
  • Sales
  • Leading and managing others
  • Supervising teams
  • Interacting with customers on any level
  • Aspiring to work in customer services
  • The main characteristics of customers
  • The connection between customer expectations and satisfaction
  • The aspects of customer service that exceed or fall short of expectations
  • The approaches, attitudes and behaviours that can enhance the customer experience
  • The use of effective communication techniques to enhance the customer experience
  • The reasons why customers may not be satisfied and the impact this can have on the organisation
  • The ways in which poor service and complaints can be effectively handled
  • The importance of and measures for customer satisfaction
  • How customer service can be improved as a result of measuring satisfaction
  • The customer relationship
  • Effective customer service
  • Dealing with difficult customers
  • Measuring customer satisfaction
  • Outline the main characteristics of customers, identifying the differences between internal and external customers
  • Describe the connection between customer expectations and customer satisfaction in order to define customer service
  • Identify aspects of customer service that may exceed or fall short expectations
  • Identify approaches, attitudes and behaviours that can enhance the customer experience
  • Use effective communication techniques to enhance the customer experience
  • Explain the reasons why customers may not be satisfied and the impact this can have on the organisation
  • Describe ways in which poor service and complaints can be effectively handled
  • Explain the importance of and measures for customer satisfaction
  • Describe how customer service can be improved as a result of measuring satisfaction

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