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Key details

Course area
Business and Accounts
Student type
Courses for 19+ students
Course type
Part-time Further Education course
Course level
Level 1
Date/times

You can start this course at any time.

Location
Online Learning
Fees
£28.50
Course code
Parent course code:C034385 Child course code: Q034386
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Course introduction

This course provides you with key knowledge in relation to the principles of customer service and what it takes to deliver good customer service.

You will look at how customer’s needs and expectations are identified and the importance of customer service in an organisation.

You will gain the crucial skills you need to be a successful customer service advisor, such as handling complaints from customers and the legislation that relates to customer service.

This course is split up into five manageable sections:

  • Section 1: The principles of customer service in an organisation
    • In this section, you will begin to identify products and services provided by the organisation in which they work – the policies and procedures for customer service and the potential consequences of offering poor customer service.
  • Section 2: How customer needs and expectations are identified
    • You will look at how to identify and meet customer expectations in this section, and will learn to attend to situations where certain expectations cannot be met, potentially leaving a customer upset or frustrated.
  • Section 3: How to balance customer expectations against the organisation’s offer
    • In this section, you will work towards understanding the effect of resource and financial implications, and situations in which customer service is limited and will learn how to meet customer expectations outside of the organisation’s offer.
  • Section 4: How complaints are handled
    • This section helps you understand what leads to customer complaints, the procedures to find a resolution for a customer complaint, the differing effects of complaints and why complaints are monitored.
  • Section 5: Legislation relating to customer service
    • You will look at the customer-related legislation that affects customer service, individual health and safety responsibilities and gaining approval to make changes to procedures and practices.

Duration: You will learn at your own pace, but the course typically takes approximately 4 hours to complete.

Important Notice: All online courses are delivered exclusively via an online platform and require access to a PC or laptop computer. These courses cannot be completed without the use of a PC or laptop. You must ensure they have appropriate access to the required equipment prior to enrolment. You cannot study these courses on a mobile phone.

Course information

College Certificate

There are no formal entry requirements for this course but you must have a reasonable standard of spoken and written English and be aged 19 or over.

The course is auto-assessed with questions throughout the learning material.

AAT Award in Business Skills (Level 1) - Part-time

AAT Diploma in Accounting (Level 3) - Part-time

Access to Higher Education: Business (19+) - Full-time