Customer Service
Course Description
Customer service is all about providing customers with what they want.
Businesses should always be thoroughly prepared to provide consistent levels of information and service - trying to exceed rather than just meet the expectations of their customers. Getting this right is crucial; there is competition and choice in every area of business and it is well known that a satisfied customer not only comes back, but also recommends you to others.
You or your staff may be serving breakfast, providing information or advice, or be in the retail sector - whatever the role, if the first point of contact with customers is not well handled, then business will suffer.
This one day course will help to highlight the importance of good customer service and give practical ways to ensure that your customers have the best experience possible. It is split into four areas:-
- Introduction to Customer Service : looking at what service is and why it is important
- Effective Communications : Questioning and listening techniques, effective and ineffective communication skills
- Presenting a Positive Professional Image : First impressions, Identifying and using appropriate body language
- Handling Customer Complaints : Why customers complain, Resolving difficult customer complaints and Handling complaints positively
After the one day course, an observation will be organised in the work place to complete the criteria of the course and to see the candidates dealing with customers in a positive way.
Entry requirements
There are no formal entry requirements. However, you should be either working in a customer facing role, or be able to participate in work experience or placement activity.
Qualifications
On successful completion of the course you will gain an SQA Certificate in Basic Customer Service Skills. This is one of the mandatory coures required to achieve a Hospitality or Business Administration Modern Apprenticeship.
Attendance
This is a one day course which will run from 10.00am - 4.00pm. There will be a follow up session in the workplace to be confirmed with the tutors.
Date and Venue
Call your nearest college learning centre for further detailsand venues of the next course - Portree Learning Centre (01478 614833), Auchtertyre Learning Centre (01599 566775).
Cost
tbc Costs include learning materials and certification from SQA.