Improve understanding of customer service, brush up on

communications skills, establish a basic knowledge of

handling customer queries and improve prospects of

being successful in a customer service role.

Introduction

to Customer

Services –

Entry 3

01895 853653 / 07956 358630

gstrachan@uxbridgecollege.ac.uk

www.westmetskills.co.uk/jobseekers

@WestMetSkills

Level

Entry

requirements

Qualifications

Who is it for?

Entry 3

West Met Skills has to give priority to applicants who are in receipt of one of the four main benefits: Job Seekers Allowance, Employment Support Allowance, Universal Credit, Income Support. Training is free for people with Right to Work in UK, proof of ID, learner or spouse must have been resident in UK/EU for last 3 years. To be eligible whilst working those living inside the Greater London Area they need to earn less than £20572.50 and for those outside they need to earn less £16009.50 to be eligible whilst working.

To access this course you will need:

� Good general communication skills in English� English literacy proficiency at Entry Level 3 or above

Individuals who are looking to improve prospects of being successful in a customer service role.

Introduction to Customer Services – Entry 3

Key information

Duration 7 days (Mon-Fri)

This FREE training will help you to:

Decide on the best direction

for you

Prepare a high-quality CV

that best reflects your skills

Practise interview skills to build

your confidence

Be confident in applying

for jobs

Cost Free, subject to meet entry requirements

Find out more

� Harrow on the Hill Campus, Lowlands Road, Harrow HA1 3AQ � Hayes Campus, College Way, Hayes, UB3 3BB

Delivery

Timings 9.30am - 3.00pm

Course content

E3 Customer Service - Skills Covered Summary

Improve understanding of customer service, brush up on communications skills, establish a basic knowledge of handling customer queries and improve prospects of being successful in a customer service role. Each learner will be assessed in all modules taken and create a portfolio of evidence for the awarding body.

Introduction to Customer Service

� Internal & external customers � Understand ‘Customer Satisfaction’� Relationship between customer expectations and customer satisfaction � Identify characteristics of good / poor customer service � Basic customer service terms� The customer service process and its importance

The customer service job role

� What the delivery of good customer service involves � The requirements of an entry level customer service job� Identify customers� How behaviour impacts on customer service

The importance of appearance & behaviour in customer service

� The dress requirements in customer service jobs� How general appearance affects customer reaction� How to interact with customers

Legislation, regulation & procedures to follow in customer service

� Organisational procedures for customer service � How to protect the security of property and information when delivering customer service � Basic health and safety rules that relate to a customer service job� Relevant external rules in a customer service job

Communicate effectively with customers

� The importance of speaking clearly to customers � The importance of listening actively to customers� The importance of using information from customers to contribute to good customer service

Handling telephone calls from customers

� How to greet customers calling on the telephone � Dealing with customers calling on the telephone� Dealing with communication problems whilst on the telephone

Communicate customers’ problems with others

� Collecting information about a problem from a customer � How to log information about a customer problem � How to select information about a customer problem to pass to a colleague� How to communicate with a customer and a colleague about the problem� Keeping the customer updated / informed.