L1 – CERTIFICATE IN CUSTOMER SERVICE SECTOR ESSENTIAL SKILLS Delivery hours: 35 Hrs. Delivery timings: 9.30am to 2.30pm QCF Accredited: Yes Overview of Content: This programme is based on ensuring that learners who attend gain a clear and measured understanding of customer service including the importance of teamwork, business communication and body language alongside what customer service skills are, and how they are used in ‘real time’. Focus is also given to how meeting the customer needs and expectations will lead to customer satisfaction as well as techniques which can be used to both go the ‘extra mile’ and to ‘delight’ the customer. Learners will also learn about the essential skills surrounding emotional intelligence, dealing with making applications for jobs within this sector and what is needed to move forward and focus on interviews as well as identifying ways to create the right first impression and desired image for making maximum impact with recruiters. Learners will also learn how to make use of feedback and how this can be used positively for personal improvement alongside strategies for dealing with disappointment whether this is at the application or interview stage. What will the learner achieve: L1 Certificate in Customer Service Sector Essential Skills.
Name: Level 1 Certificate in Customer Service Qualification title: Certificate in Customer Service (QCF) Qualification type: Course provider certificate (this must include an assessed element) Assessment Awarding Highfield Awarding Body For Compliance Created 20160915 09:20:44 Updated 20160915 09:27:32
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CHESHIRE WEST AND CHESTER COUNCIL
enquiries@cheshirewestandchester.gov.uk
0300 123 8 123
http://www.cheshirewestandchester.gov.uk
2nd Floor, Civic Building
4 Civic Way
Town:
Ellesmere Port
Title: Qualification: Classification: