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Customer Service L1

Customer Service >

 

Level 1 Award in Customer Service Course

3 Day Instructor Led Course - 21 Contact Hours

 

 

Upcoming Schedules for Customer Service L1 Award :view all Customer Service schedules
Dubai 29/Oct/2017 TBA TBA Enquire Now

 

Center Benefits :

• Corporate Venue: Onsite or at SitesPower

• UAE Ministry of Education Accredited Institute

• Certificate of Achievement (Ministry Attestation fees apply)

• Exams: Qualification exams available (fees excluded)

 

Training Quality Guarantees :

(conditions apply)

• Free Course Trial

• Free Course Repeat

• Corporate HR Investment Guarantee

• Corporate Customization

• Course Version Upgrade

 

Course Overview
This qualification provides candidates with the skills required to deliver efficient and reliable customer service. They will gain an understanding of customer expectations and needs and will be able to deal effectively with customer queries and complaints.

 

Learning Outcomes
• how to deliver good customer service
• different communication methods
• how to provide good customer service in line with organizational procedures
• how to effectively deal with customer queries, problems and complaints

 

Course Outline

 

Section 1 : Deliver Good Customer Service
1.1 Different types of customers.

1.2 Different needs of customers.

1.3 Customer satisfaction.

1.4 Customer expectations.

 

At the end of this section candidates should be able to:
• Identify internal and external customers
• Identify that customers may have special needs and be able to state what these special needs might be.

• Identify that customer satisfaction occurs when a customer is happy with the service provided. This will provoke different feelings in different people.
• Identify that customer expectations are what customers think should happen and how they believe they should be treated when asking for or receiving customer service.

 

Section 2 : Communication Methods

2.1 Effective methods of communication to use when dealing with different customers.

2.2 Use questions when dealing with different customers.

2.3 Positive and negative body language and facial expression.

2.4 Customers’ body language impacts on customer service.

2.5 Own body language impacts on customer service.

 

At the end of this section candidates should be able to:
• Identify that different customers will have different needs
and expectations.
• Judge customers’ expectation by identifying and
understanding their needs through the use of well-developed inter-personal skills, such as
questioning.
• Explain that body language is about interpreting facial
expressions, gestures and posture together with the words a customer uses.
• Describe the potential impact of a range of body language variations displayed by the customer.
• Be aware a service deliverer also conveys messages through their own body language.

 

Section 3 : Provide Good Customer Service in Line
with Organizational Procedures
3.1 Importance of providing products and services which are ‘fit for purpose’.

3.2 Importance of customer and organization confidentiality.

3.3 Limits of own authority.

 

At the end of this section candidates should be able to:
• Understand that customer expectations are what customers think should happen and how they believe they should be treated when asking for or receiving customer
service. Understand how customer expectations are formed.

• Be aware of the need to protect customers and their organization's interests when working with customer service records. Understand any loyalty and goodwill which exists between customers and the organization will be lost if confidentiality is breached.
• Be aware that many organizations have recognized systems and procedures for solving and dealing with customer problems and complaints. Be aware of the limit of their own authority to make decisions.

 

Section 4 : Effectively Deal with Customer
Queries, Problems and Complaints
4.1 How to deal with customer queries.

4.2 Common customer problems and complaints.

4.3 How to deal with problems and complaints.

 

At the end of this section candidates should be able to:

• Understand it is always vital to communicate in a clear, polite and confident way.
• Identify a variety of common customer problems and
complaints.
• By judging a customer’s expectations through identifying and understanding their needs, candidates should be able to explain this may often mean they have to adapt their own behavior and adapt how they communicate with the customer.

 

ADVANCED ACTIVITIES

 

Your Customer’s Requirements

Know your external customers

Why are customers so important?

- Exercise

- Case Study

- Case Study

- Exercise

Identifying your internal customers

- Exercise

Comprehension Check

Making Connections

Think and Apply

 

Meeting Customer Requirements

Know your organization

- Exercise

Know your industry

- Case Study

Working to a Standard

- Exercise

Setting standards

- Exercise

 

Customers’ Rights

Agreeing a Contract of Sale

- Case Study

- Exercise

What Customers Can Lawfully Expect

- Case Study

- Exercise

When Things Go Wrong

Customers’ Rights When Buying Services

- Exercise

People Have a Right to be Respected

Team Leaders’ Responsibilities

Comprehension Check

Making Connections

Think and Apply

 

Understanding Communication

The basics of communication

- Case Study

The message

The channel

- Case Study

- Exercise

Noise

Reducing noise and distortion

Ensuring clear communication

Choose your channel

Comprehension Check

Making Connections

Think and Apply

 

Speaking and Listening Effectively

1. Pay attention

2. Maintain eye contact

3. Don’t interrupt

4. Be physically alert

5. Give verbal and non-verbal cues

- Exercise

6. Ask questions to understand the message

7. Summarize

- Case Study

Avoid misunderstandings

- Case Study

Avoid communication barriers

Ask for clarification

- Case Study

Comprehension Check

Making Connections

Think and Apply