Courses Details

Course Overview:

The C 1st Online Academy Professional Certificate in Customer Service Skills is for learners who work  or who want to work in a supporting role in the customer service sector. It is suitable for learners who have little or no previous experience of the sector, including those returning to work after unemployment and school leavers.

It gives learners the opportunity to:

• develop and demonstrate skills, knowledge and attitudes for working in a customer service role, carrying out a range of routine service-related tasks   including communicating and dealing directly with customers
• develop their own personal growth and engagement in learning through the development of personal, learning and thinking skills.
• have existing skills recognized

.

Progression opportunities

Learners who achieve the C1st Online Academy Professional Certificate in Customer Service Skills can  progress to the Intermediate Certificate in Customer Service at Level 4, then the Diploma in Customer Service Management Skills

Learners could also progress to employment in customer service in a supporting  role, for example:

• Customer Service Assistant
• Telesales Operative
• Help Desk Assistant
• Call Centre Advisor.

The Modules

Module 1: Understand Working in a Customer Service Environment

This module addresses what good customer service means and why it is so important  to the success of an organization. You will learn about the different types of customers that organizations deal with, how to identify and meet their different needs and, wherever possible, strive to exceed their expectations.

Working effectively in a customer service role is key to the overall success of a business and you will learn about the standards you have to work towards to offer effective customer service. You will learn about current legislative, regulatory and   requirements and understand how your personal behaviours and presentation affect your role in a customer service environment.

Module 2: Communication in Customer Service

In this unit you will learn how to communicate with customers from within the organization in which you work and with customers who you deal with externally. The ability to communicate effectively at work is an essential skill that you will need to demonstrate in your customer service role and you will learn about a range of methods that will improve your skills in this area.

You will learn how and when to adjust your communication style by altering the language and tone you use, being aware of your body language and understanding  how active listening skills can affect the customer’s experience, with the aim of ensuring that a good level of customer service is consistently provided

Module 3: Principles of Personal Performance and Development

In all job roles it is important the job holder knows their employment rights and what their employer expects of them. To be an effective team member, a job holder needs to know how to manage their workload and who to report to about progress and highlight any problems. Being able to manage and improve performance is a vital part of personal development and a skill which is required in all job roles.

Module 4: Principles of Working in a Business Environment

It is important in a business environment to understand the purpose and structure of different business organizations. There are overarching business principles which  are common to all businesses. These include the requirements for confidentiality and security in a business especially in relation to data protection requirements.

Module 5: With Others in a Business Environment

It is important in any work environment to be able to work with other people and to work effectively in a team. This unit is about how to work with others in a business environment, understanding how to behave and the importance of understanding authority in the work environment.

Module 6: Record Details of Customer Service Problems/Issues

The key outcomes for this unit relate to customer problems, how to recognize the  and who you should refer them to. You will learn about the different reasons for customer dissatisfaction and how to question customers correctly in order to identify and resolve their problems to meet their needs and expectations.

Module 7: Deal with Incoming Telephone Calls from Customers

Dealing with incoming telephone calls from customers is an important part of most customer service roles. This must be carried out correctly, effectively and using approved organization salutations in order to provide customers with a favourable image of the organization.

In this unit you will learn how to deal with incoming telephone calls from customers by understanding what type of guidance organizations should have for dealing with  telephone calls. You will also learn how your body language and facial expression can be detected when dealing with incoming calls, and understand what abusive calls are and how to deal with them.

Module 8: Time Management and Workload

Managing time and workload is an important skill in any workplace. It is important to know about the techniques for managing time and workload, the impact on the organisation if time is not managed effectively, how to accept responsibility in respect of managing time and the effect on colleagues if deadlines are missed. This unit also covers how working with colleagues can support the management of workload in the team.

In this unit you will learn how to manage your time and your workload. You will learn about the importance of managing your time and workload, reporting on progress, developments and any problems beyond your authority, including why it is important to accept responsibility for any mistakes you might make. You will learn about working with colleagues to support both their and your own time management and workload.

Module 9: Meet, Greet and Welcome Visitors in a Business Environment

In many business environments, administration staff may need to meet and welcome visitors. An administration assistant carrying out this role is representing the organization they are working for, so it is important that they behave in a professional manner and follow the organization’s procedures and requirements.

Module 10: Sales and Customer Service

This unit aims to provide the knowledge and skills needed to process sales orders and help learners to understand the importance of the sales order processing in fulfilling customer orders.

In this unit you will learn how to perform the most important functions in the process chain, from presales to customer payment. The areas of credit control and accounting are also touched on. In this unit you will learn how to process sales orders from the start of the process to its completion. You will understand the importance of the process to the organization and to the customer.