Customer Service Skills Unit Award Certificate

What is special about this course?

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, giving advice, or be in the retail sector. Whatever the role, if the first point of contact with customers is well handled then business will benefit.

Cost £50

Costs include learning materials and certification from SQA.

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.

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

Fees

£50.

Costs include learning materials and certification from SQA.