This qualification is appropriate to any learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement.
The qualification covers the principles of customer service including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques as well as ways to deal with problem customers.
The principles of customer service
How customer needs and expectations are formed
The interpersonal skills and appropriate behaviour required in the customer service environment
The principles of responding to customers’ problems or complaints
Please note, this course this course is funded through Skills Development Scotland’s ITA funding programme. Eligibility criteria:
aged 16 or over
not in education or involved in any other Skills Development Scotland funded programme
unemployed and looking to get back into work OR
employed, earning £22,000 or less per year and looking to progress in or change your job
resident in Scotland
You will be sent the link to the ITA funding application after submitting the STN application.
Qualification Gained:Highfield Level 2 Award in Customer Service
Course Length:1 day course
Start Date:Ongoing
Eligible Groups:Not in Full Time Education, In Receipt of Benefit, Disabled Person, Lone Parent, Homeless / At Risk of Homelessness, Care Experienced, Refugee, Ex-Offender, LGBT+, BME Groups, Substance Misuse, Health Conditions, Long Term Unemployment
Attendance Pattern:Candidates will attend a 1-day course
Travel Expenses Covered:No
Postcode Eligibility:Dumfries and Galloway
Meet your tutor
Jenny Lambie
Description:
Jenny Lambie of DG Training is qualified and experienced in the development and delivery of many types of courses, including Scottish Licensing, Trainer Training, Management, Customer Service and Hospitality Service Skills. Her enthusiasm and excellent communication skills ensure that candidates get the maximum benefit from their training.
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About This Form
Thank you for choosing the Skills Training Network to make your referral.
The process of making a referral to this programme involves filling out this short form. This information will help the training provider learn more about your client and process your referral.
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