This course is also included as part of the
Customer Service - Level 1 Award
Course Overview
This qualification aims to develop the learner’s knowledge of
the key areas that are required to promote and support good customer
service. It can also contribute to the development of key skills in
communication, working with others, and problem solving.
Learning Outcomes
• Demonstrate an understanding of the importance of the provision of
good customer service in all sectors.
• Identify customer and organizational needs and expectations in
respect of service levels delivered in all businesses.
• Describe the differences between strong and weak customer care,
particularly relating to a professional image, communication skills
and complaint handling.
• Recognize how to present a professional image and identify
techniques for communicating positively and effectively with
customers, including verbal and non-verbal communications.
• Identify the techniques used to handle customer complaints
appropriately.
Course Benefits
• Improved job
satisfaction in your customer care role.
• Increased confidence when communicating with customers.
• Enhanced future opportunities to develop your career and gain
qualifications.
International
Curriculum
City & Guilds Delegate
Workbook
Qualification Exam
All learners who
successfully complete the assessment exam will be awarded the City &
Guilds International Introductory Award in Customer Service.
About City & Guilds
Established 125 years
ago, City & Guilds is the leading vocational awarding body in the
UK, awarding almost 50% of all National Vocational Qualifications,
and awards over 1,000,000 certificates every year. As the only major
awarding body solely dedicated to vocational learning, City & Guilds
offers companies worldwide a recognized skills benchmark.
Course Outline
Section 1 : Introduction to Customer Service
1.1 Outline knowledge of basic principles - maintaining good
customer service at all times; treating all customers with respect;
identifying and meeting customer needs; providing the service
expected by the company.
1.2 Understanding why customer service is important to the company
and to you – it helps to make the organization successful, generates
repeat business, assists profit and growth.
1.3 Identifying external and internal customers and their importance
to the organization.
1.4 Appreciate the drawbacks of not serving internal and external
customers effectively, eg poor reputation, loss of business, loss of
profit, loss of jobs.
1.5 Overview of your own role in customer service. Including, your
own, and the company’s, image, meeting legal obligations, practicing
good communication skills and solving problems appropriately.
1.6 Identifying typical customer needs and expectations and good
practice in meeting these in a variety of situations.
1.7 Gaining insight into employer and employee responsibilities in
relation to achieving a hygienic, safe and healthy environment for
customers, including an understanding of the local health and safety
legislation.
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the success of every
organization.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer service needs and
expectations.
Section 2 : Effective
Communications
2.1 Consider the impact
upon the customer and the organization of effective and ineffective
communications – ie confusion and misunderstanding, annoyed and
unhappy customers, loss of business, loss of profit.
2.2 Explain the
importance of listening to customers and how to demonstrate to
customers that you are taking notice of what they say.
2.3 Provide an overview
of the use of some non-verbal techniques such as the use of eye
movements, gestures including the use of body, face and hands,
facial expressions, physical evidence ie appearance.
2.4 Show an awareness of
the use of tone of voice and expression when dealing with customers.
For example, how to use the tone of your voice to the best advantage
– avoid using raised voices, harsh tones and high pitched voice.
2.5 Provide an insight
into how to use verbal and non-verbal communications whilst on the
telephone.
At the end of this section candidates should be able to:
• Demonstrate some understanding of the importance of developing
effective communication.
• Describe the effects of ineffective or inappropriate
communication.
• Start to apply a range of verbal and non-verbal communication and
telephone techniques.
Section 3 : Presenting
a Positive Professional Image
3.1 Explain the
importance of portraying a ‘positive and professional’ image in the
context of customer service - the impact of the way we speak, dress,
and deal with people.
3.2 Explain why it is necessary to deal with customers promptly and
politely and how in doing so it helps the perception of good
customer service.
3.3 Demonstrate an
awareness of the importance of using verbal and non-verbal
communications in developing a positive and professional image to
instill confidence in the customer.
3.4 Explain the importance of allowing customers personal space
whilst serving them - the negative effect of overpowering the
customer.
At the end of this
section candidates should be able to:
• Explain the importance of ‘first impressions’.
• Explain the importance of presenting a positive attitude and
professional image.
• Identify some of the appropriate verbal and non-verbal
communication methods to be used in different customer situations.
• Demonstrate an understanding of the need for personal space.
Section 4 : Handling Customer Complaints
4.1 Identify a broad
range of reasons why customers complain eg faulty goods, poor levels
of service, time delays, rudeness, service not meeting expectations.
4.2 Demonstrate the
importance of listening to the complaint and not making early
judgments.
4.3 Appreciate the
benefits of customer complaints in terms of supporting efforts for
continuous improvement within the business.
4.4 Explain how to avoid
the use of defensive behavior in stressful situations.
4.5 Show an understanding
of how to gain support and assistance from line-managers when
handling complaints.
4.6 An overview of
various techniques of handling complaints positively, including
consultation / listening, discussing proposed actions, keeping
customers informed of actions / timings and ensuring that complaints
are resolved satisfactorily.
4.7 The role of customer
service departments in supporting the customer service process.
At the end of this
section candidates should be able to:
• Explain why customers complain.
• Appreciate the benefits of receiving customer complaints.
• Demonstrate an understanding of the techniques involved in
handling difficult customer situations.
• Explain ways of handling complaints positively.