Qualification Aim: 

This qualification provides learners with the skills and knowledge required to successfully work in customer service.


This course develops learners’ skills in communication, resolving queries and meeting customer’s needs.

It gives learners an understand the consequences of good and poor customer service skills and their role when dealing with complaints from customers that can be applied in any customer facing role.

Course Dates:


Date: Thursday 9th June till Thursday 14th July 2022

Time: 10.30am - 2.30pm

Duration: 6 weeks (Every Thursday)

Venue: Equitable House, 1st Floor, Woolwich SE18 6FH 

Fee: Free

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Learners will be able to: 
  • Understand the benefits to the organisation of good customer
    service
  • Understand the possible consequences of poor customer service
  • Understand the value of first impressions
  • Understand positive verbal and non-verbal interaction with
    customers
  • Understand that respect for the individual is at the heart of good
    customer service
  • Understand your role in dealing with complaints from customers

Qualification Structure: 

To be awarded the NCFE Level 1 unit credit in Employability Skills candidates must successfully complete a pre designed training pack covering relevant units of work, awareness, self- improvement and personal effectiveness of work.

The pre-designed training pack covers all relevant criteria for the learners to achieve 1 unit credit in total.  

 

Delivery: 

Delivery of this course is classroom based requiring all candidates to attend 8 classroom based learning sessions.  Candidates will work through a handbook with questions and tasks that will take place in the classroom and in homework assignments

 Candidates must have an 80% attendance of classroom based sessions.

Assessment:

Internally assessed and externally moderated portfolio


Guided Learning Hours: 36 - 48