Course title: Customer Service Level 2
Course reference: C2334131 & C2334131
Start date: Wednesday 22nd October – 6th December 2014
Time: 10am-12.10pm or 1pm – 3pm
Number of Sessions: 10
Hours per session: 2hr-10min
Fee: £80.85 Fee Waived for those on income related benefits or low income; Evidence must be provided.
Tutor(s): Joyce Thipa
Venue: Vernon Community College, Vernon House, 18 Friar Lane, NG1 6DQ
This course is aimed at people seeking to sharpen their skills in customer care.
This is a progression for those thinking of sharpening their skills for returning to work or moving on to community living or take college courses. The course will offer basic strategies for interacting with others in a range of settings to enhance customer service skills.
Essential materials e.g. books and equipment to be provided by the student
Any prior knowledge or entry requirements?
The prior requirement for level 2 is either having attended level 1 or be in a working environment engaging in customer service.
Course content: what topics will the course cover?
Basic skills for serving others
Dealing with challenging behaviour
Teaching, learning and assessment methods:
Question and answer
How will I receive feedback on my learning progress and achievement?
The tutor will provide information on progress and suggest your next steps with WEA or other local agencies. The course organisers will provide information on your achievements.
these are the intended outcomes and may be revised in discussion with the class. Students are encouraged to think about and identify their own individual outcomes.
By the end of the course, students should be able to:
1.To state five basic skills of customer service in workplace
2.List four essential factors of office etiquette
3.Demonstrate ideal telephone manners
4.Produce standard official emails
5.State at least three essential ways of dealing with challenging behaviour in workplace / learning place
Reading and information sources: Is any reading/preparation essential or desirable?
Visit websites for information on customer care
Suggestions for progression to further study or for using the skills and knowledge gained:
Learners can use the skills gained in work place. They can also enrol for higher levels of the course or enrol on other related courses, for example; Confidence Building.
Please email Caroline firstname.lastname@example.org