Customer Service Level 2 ~ Autumn Term 2014

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

Course aims:
This course is aimed at people seeking to sharpen their skills in customer care.

Course description: 
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
Workplace etiquette
Telephone etiquette
Email Etiquette
Dealing with challenging behaviour

Teaching, learning and assessment methods:

Demonstration
Discussion
Group work
Individual work
Project work
Research
Question and answer
Observation
Presentation
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.

Learning outcomes:
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.

Sound interesting?
Please email Caroline ckeep@wea.org.uk

 

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