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Customer Service and Communication

Course Code: PA1BC

Level: 1
Subject area: Business, Management & HR
Awarding body: OCNL
Qualification: Award
Course type: Part-time
Time of Day: Evening
Duration: 12 weeks
When you'll study: Wednesdays 5.15pm - 8.15pm

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About the course

This course will provide you with a thorough understanding of what it means to work in the customer service sector. You will learn the aspects of good customer service and why it is important, the importance of working within a team, the best ways to communicate with customers and collegues and how to effectively deal with customer complaints. This knowledge can be easily applied to vastly improve your employment prospects and your efficiency in the workplace.

What you'll learn

On this course you will cover the following topics:

Customer Service

• understand the benefits to an organisation of good customer service
• outline reasons why good customer service is important for an organisation
• identify examples of good practice in customer service
• know about the possible consequences of poor customer service
• outline how poor customer service can impact the organisation, customers and staff

First Impressions – Customers

• know about the value of giving customers a positive first impression of an organisation
• outline why it is important to make a positive first impression on customers
• give examples of how to create a positive first impression when communicating with customers: face to face, on the telephone and in writing
• know about verbal and non-verbal interaction with customers
• identify appropriate and inappropriate ways of communicating verbally with customers
• give examples of types of non-verbal communication

Business Communication

• understand business communication
• identify forms of communication which takes place daily
• know how to choose an appropriate communication method
• understand effective business communication
• understand a business team and the behaviours within that team
• understand the benefits of an effective communication strategy

Business Communication – Customers

• know about verbal and non-verbal interaction with customers
• identify appropriate and inappropriate ways of communicating verbally with customers
• give examples of types of non-verbal communication

Know how to respect customer needs

• outline why it is important to maintain customer confidentiality
• outline ways in which they can respect individual customer needs
• know how to deal with customer complaints
• list the types of complaints that are commonly made by customers
• identify appropriate people that need to be informed in response to a complaint made by a customer
• identify the details of a customer’s complaint that need to be recorded
• give examples of positive ways of dealing with complaints made by customers.

Entry requirements

There are no entry requirements for this course.

Assessments/Exams

You will be assessed by practical assessments that include:

  • multiple choice questions
  • role play/group discussion
  • written description.
What's next?

On successful completion of this course you may wish to gain or move into new employment in a customer service role. You could also progress onto a higher level business course at the College.

Important information

Fees quoted apply to courses starting in the academic year 2018/19 (August 2018 – July 2019). There may be a slight increase in fees for courses starting 2019/20.

Part-time

Course Code: PA1BC

Course Fees

A Full Course Fee: £250

B Reduced Course Fee (for eligible students): £0

C Ancillary course costs (ie books and equipment): Not applicable to this course

D Advanced Learner Loan Fee: Not applicable to this course

How old are you? How much will you pay?
16 - 18 A  or   B
19 - 23 A  or   B(Note: If you do not have a level 2 qualification, this course may be free).
24+ A  or   B

Please note fees are quoted for one year only.

Course Code: PA1BC

Course Fees

A Full Course Fee: £250

B Reduced Course Fee (for eligible students): £0

C Ancillary course costs (ie books and equipment): Not applicable to this course

D Advanced Learner Loan Fee: Not applicable to this course

How old are you? How much will you pay?
16 - 18 A  or   B
19 - 23 A  or   B(Note: If you do not have a level 2 qualification, this course may be free).
24+ A  or   B

Please note fees are quoted for one year only.