Diploma in Customer Service (5530) - This course involves dealing with all aspects of customer service over phone, on the internet or face to face, working in reception call centres, retail or wholesale outlets, warehouse or based in a office environment, carrying out general customer service duties, filing and faxing. At Level 3, you are able to respond to customer issues at a strategic level, suggesting improvements to customer service strategy and helping in their implementation. You complete two core units: Demonstrate understanding of customer service Demonstrate understanding of the rules that impact on improvements in customer service. You also take 30 credits' worth of optional units. You choose at least one unit from each of four groups: Impression and image group Delivery group Handling problems group Development and improvement group. Examples of units include: Champion customer service (Impression and image group) Make customer service personal (Impression and image group) Plan, organise and control customer service operations (Delivery group) Deliver seamless customer service with a team (Delivery group) Process customer service complaints (Handling problems group) Handle referred customer complaints (Handling problems group) Develop a customer service strategy for a part of an organisation (Development and improvement group) Manage a customer service award programme (Development and improvement group). For a full list of units, download the qualification handbook from the centre documents section.
Name: Diploma in Customer Service (5530) Qualification title: Diploma in Customer Service Qualification type: Apprenticeship Assessment Awarding City & Guilds Created 20160804 15:18:28 Updated 20160804 15:18:28
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