Well-written and communicated practices and procedures provide information that allows employees to understand their responsibilities and carry out their customer service roles within predefined limits. They allow management to guide operations without the need for micro-managing staff and constant management intervention. External legislation and regulations will also be more effectively met creating an environment that consistently meets and exceeds the demands of the customer in terms of service offered.
As a result, this online course has been developed to provide learners with an increased understanding of the rules behind providing a good service to customers
This module will cover the following learning outcomes:
- Understand the internal practices and procedures of organisations when delivering customer service
- Understand external legislation relating to customer service within the organisation
The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the rules of customer service – Level 2
This unit is a mandatory unit within the following qualification: Level 2 Certificate in Principles of Customer Service (QCF).
Topic areas covered in this online training course include:
- Internal Practices and Procedures
- Customer Service Situations
- External Legislation and Regulations
Although developed for those undertaking the Level 2 Certificate in Principles of Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care.
With approximately 61 interactive screens, it is estimated that your training will take approximately 1 - 2 hours to complete (depending on learning speed). As an e-learning course you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.
On completion of this course you will be able to print a Virtual College certificate.
There are no specific entry requirements for this course.