Customer Service Overview Achieving excellent standards of customer service is a necessity for any successful business. Whether it is over the phone, face to face, electronically or in writing, managing customer’s expectations of what constitutes excellent customer service is a constant challenge. Through the Customer Service Qualification, the learner will acquire the skills to communicate effectively with customers and colleagues. They will learn how to communicate using customer service language and the basic principles that are at the heart of customer service. Available at both Level 2 and Level 3 Who will benefit? People who are new to the customer service role or those who want to enhance their existing skills further. The qualifications are relevant in any customer service environment, including technical and support staff, managers and team leaders who support or work with either internal or external customers. Outcomes The Customer Service Qualification will benefit your business by enabling learners to meet many objectives; listed below are just a few examples: •adapt behaviour to give a good customer service impression •identify specific needs through effective questioning and listening •communicate effectively using customer service language •promote additional services or products to customers •process information about customers •plan and make calls to customers in a way that contributes positively to the organisations customer service •recognise and deal with customer queries, requests and problems •deal directly with difficult customers and try to reach a resolution that satisfies everybody or at least reduces the risk of dissatisfaction •develop customer relationships •deal with customers face to face, over the telephone, in writing or electronically •process customer service complaints •monitor and solve customer service problems •support customers using on-line customer services.
Name: NVQ Certificate in Customer Service (QCF) Qualification title: NVQ Certificate in Customer Service (QCF) Qualification type: Assessment Mainly work-based learning through observations and professional discussions. Knowledge based exams for Technical Certificate and Key Skills for the Apprenticeship Framework.. Awarding Education Development International plc Created 20120814 08:32:34 Updated 20150715 09:11:16
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POSITIVE OUTCOMES LTD
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Title: NVQ Certificate in Customer Service (QCF) Qualification: NVQ Certificate in Customer Service (QCF) Classification: Business, Administration and Law