Customer Service ~ Autumn Term 2014

Course title: Customer Service
Course reference: C2334354 & C2334357
Start date: Friday 7th November 2014
Time(s): 10am -12.10pm  Or 12.30pm – 2.40pm
Number of sessions: 10
Hours per session:   2hr-10min
Fee: £81.27- Fee Waived for those on income related benefits or low income; Evidence must be provided.

Essential materials e.g. books and equipment to be provided by the student

Course aims:
This course is aimed at people seeking training in customer service and customer care. These may be people in customer facing or customer support roles in need of developing their customer service skills and behaviour.

Essential materials e.g. books and equipment to be provided by the student

Course description: (This is displayed on the WEA website.) Summarise the course and its content in 40 words or fewer.
To  develop and fine-tune customer service skills so as to  offer exceptional customer care and services and to provide effective solutions to customer service problems when they arise.

Any prior knowledge or entry requirements?
There are no formal entry requirements but learners should have good communication skills.

Course content: what topics will the course cover?

Defining Customer Service
Meeting Customer Expectations
Dealing with Irritated Customers
Ways to make Customers feel important
Essential skills of Customer Service Providers

Teaching, learning and assessment methods: tick those to be used ü

Group work
Individual work
Role play
Written work
Question and answer
Activity outside class time

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.State three examples each of different customers and service providers
2.List at least three important expectations of customers
3.Mention three most effective strategies to deal with dissatisfied customers
4.State  four ways  to make customers feel important
5.Identify four most essential skills needed in customer service

Reading and information sources: Is any reading/preparation essential or desirable?

No need for reading. Personal experiences will be useful

Suggestions for progression to further study or for using the skills and knowledge gained:

Skills gained can be used to get customers service jobs, care support jobs or running own businesses effectively.

Sound interesting?
Please email Caroline








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