Duration:
10 hrs
Customer Services Certification Level 3
Customer Services Certification Level 3
From secretary to upper management, the chances are that all members of your staff will come into contact with customers at some time or other. Knowing how to provide a customer with the highest possible level of service is incredibly important to your business. This is where this course could prove to be invaluable to your whole team.
The course comprises 11 interesting modules that will help guide your staff towards a better understanding of customer service. They will learn about different types of customers and their rights under UK law.
Retaining customers is incredibly important in any line of business, so this course will also give them some vital tips on how to keep your customers or get them back, if they lose them.
What’s covered in the course?
- The basics of customer service, such as the terminology and the different types of customer service;
- What internal and external customers are and how to recognise them;
- The importance of how you present yourself and how to dress and behave in a way that impresses a customer;
- Why communication is so important in client interactions and how to communicate effectively;
- How to deal with a conflict to a customer’s satisfaction;
- The three main areas of customer service will be covered: face-to-face customer service, telephone customer service and electronic customer service;
- The best way to deal with an angry client and the best methods for controlling your emotions;
- How to know when a customer has crossed the line and when to stand up for yourself;
- How to deliver the best possible service, in order to consistently impress your company’s customers.
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Who can take the Customer Services Certification Level 3 course?
There are no entry requirements to take the course.
What is the structure of the course?
The course is broken down into 11 individual modules. Each module takes between 20 and 90 minutes on average to study. Although students are free to spend as much or as little time as they feel necessary on each module.
Where / when can the course be studied?
The course can be studied study at any time and from any internet connected device
Is there a test at the end of the course?
Once you have completed all 11 modules there is a multiple choice test. The questions will be on a range of topics found within the 11 modules. The test, like the course, is online and can be taken a time and location of your choosing.
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