Organisation
Forward thinking organisations invest in their people! This course will give your employees the skills your company needs to profit from better customer service. It provides participants with the founding principles and practical techniques to prepare for and deliver effective customer service within your organisation. The net result will be motivated and empowered staff, consistency in application of best practice in this area and ultimately greater customer satisfaction and retention. A mix of Centre-based workshops, on the job assessments, guided self study and online research, will help your staff fit this programme into their daily routine as well as implement their learning for immediate and lasting results.

Participants
You will gain a nationally recognised qualification which demonstrates your competence and capabilities in the field of customer service. You will be exposed to modern owrking practises, tools and techniques that will leave you with an enhanced skill set - increasing your value as a staff member and improving your career development potential.

There is only one boss. The Customer!
No business or project can survive without customers and for most organisations, the more happy customers they have, the better! Whether an organisation's products or services are aimed at the internal or external market, effective customer service is the key to profit and survival in a competitive environment. The fact is, most potential customers are spoilt for choice and would have no hesitation in taking their business elsewhere if they felt their needs were being neglected. And since it costs up to five times more to acquire a new customer than it does to retain an existing one, it's no exaggeration to say that the people taking care of your customers have the potential to make or break your business!

"Being on par in terms of price and quality only gets you into the game. Service wins the game."

Tony Alessandra

This NVQ is designed to reflect the work of customer service staff across a wide range of industries and organisations and recognises the fact that employment in the customer service sector involves a diverse range of functions, tasks and activities that are constantly developing and changing. Having successfully completed this course, front line service staff who have direct contact with the customer or responsibility for the overall customer experience, whether it be face-to-face, over the telephone or via email/letter, will be able to have a positive impact on the organisation's income.

Who Should Attend?
NVQs are work-related, competence-based qualifications and it is important that the learner is or will be working within the job role that the NVQ represents. This can be in either an employed, voluntary or self employed capacity. Primarily, this qualification is suitable for learners who:

• have customer Service role
• speak to customers on behalf of your organisation
• work with others to solve problems and support customer service

The practical nature of the programme means it is ideal for those who are new to, or had a long absence from, formal study.

By the end of the course delegates will be able to:

• Identify the "golden rules" of good customer service
• Give customers a positive impression of themselves and your organisation
• Describe and promote your organisation's products and services
• Create and maintain strong, lasting relationships with your customers
• Anticipate, solve and prevent customer service problems
• Provide Customer Service within the rules

Prepare yourself to deliver customer service

Course Overview
The course is made up of two foundation units and a total of five optional units.

Foundation Units:

• Provide Customer Service within the rules
• Prepare yourself to deliver customer service

Optional Units:

The following Unit list is indicative and may be varied depending on learner needs.

• Deliver reliable Customer Service
• Recognize and deal with Customer queries, requests and problems
• Support customer service improvements
• Promote additional services or products to customers
• Process customer service information
• Deal with customer service face to face
• Deal with customers by telephone

Learning Objectives
The objective of this programme is to enable people with customer service roles to develop the key skills and competencies required to be effective in this capacity whether it be dealing with enquiries and developing customer relations, or dealing professionally and effectively with customer objections and complaints.