Courses
In every organisation, it is inevitable that at some stage a customer problem can occur. It is not always the problem that the customer will remember but it is how the problem was dealt with that will always be recalled. Effective and efficient service recovery will often determine whether that customer remains loyal to your organisation, or chooses to use a competitor. This course aims to examine effective ways to improve customer relations through problem solving.
This course aims to equip the coach with suitable skills in order to coach individuals in a call handling environment.
Communication between customers and colleagues is vital to ensure that an effective relationship is formed. Customers and colleagues will expect information to be issued at every stage of a transaction. This course aims to develop and enhance an understanding of the different types of communication methods within an organisation, and highlight how these methods contribute towards improving customer relations.
This qualification offers a range of units covering impression and image, delivery, handling problems and development and improvement. It is suitable for those:
- who are new to the workplace
- who have no previous experience of working in a customer service environment
- whose role is to provide service to customers
On completion of this qualification you will be able to:
- communicate effectively with customers
- do your job in a customer-friendly way
- recognise and deal with customer queries, requests and problems
- maintain a positive attitude
This qualification offers a range of units covering impression and image, delivery, handling problems and development and improvement. It is suitable for those:
- who have particular customer service and administration roles
- who are working in a customer service environment
- whose role is to provide service to customers
On completion of this qualification you will have:
- a clearer understanding of your responsibility within your organisation
- the opportunity to develop new skills
- a qualification that recognises your existing skills
- the ability to improve your performance
- the ability to apply the knowledge gained from the course to your work
- a QCF qualification which allows you to transfer credits across qualifications. You will be awarded credits for each unit you complete
This qualification offers a range of units covering impression and image, delivery, handling problems and development and improvement. It is suitable for those who:
- can influence what happens in work
- use the organisation’s rules and systems flexibly to deliver good service
- question the way things are done and suggest improvements
- have good communication skills and a wide range of knowledge of what to do, who to see and where to go to get things done for the customer
This NVQ can build on your experience and improve your personal development thereby enabling you to perform more effectively and increase your chances of promotion. Upon successful completion of the course, students will be able to:
- demonstrate understanding of customer service
- champion customer service
- improve customer relationships
- monitor and solve customer service problems
- develop personal performance through delivery of customer service
This course aims to increase the skills of individuals who work within the Contact Centre industry and deal with difficult callers.
This course is aimed at individuals of all levels who deal with customers in their job role. The individuals can include front line staff, managers and supervisors.
As a Customer Service professional, understanding the needs and expectations of your customer and the ability to deal with them is an important part of any interaction between your customers and the organisation you represent.
This course aims to define ‘customer service’ and explore how excellence in this area will give your company a competitive edge and enhance the customer experience.
The course is delivered through group interaction and individual activities and discussion.
Communication between customers and colleagues is vital to ensure that an effective relationship is formed. Customers and colleagues will expect information to be issued at every stage of a transaction.
This course looks at the variety of methods in which communication can be presented between customers and colleagues, and how using these effectively can improve these relationships and encourage customer loyalty.
Course aim:
- To provide a flexible qualification that allows focus on technical jobs
- Accomplishment of cross sector skills, completed in the workplace
- Improved staff morale and motivation
- Nationally recognised qualification for key staff
- Recognition of existing skills and the opportunity to develop new skills
- Job satisfaction
- Career progression
Course aim:
- To provide a flexible qualification that allows focus on technical jobs
- Accomplishment of cross sector skills, completed in the workplace
- Improved staff morale and motivation
- Nationally recognised qualification for key staff
- Recognition of existing skills and the opportunity to develop new skills
- Job satisfaction
- Career progression
This qualification is primarily aimed at candidates who provide advice and guidance support to others. It recognises that employment in the advice and guidance sectors involves a diverse range of functions, tasks and activities. This is shown in the range of optional units available.
This qualification is suitable for those who have management roles within the Contact Centre Industry / Contact Centre Department
The course is aimed at those who wish to manage their time more effectively and achieve control over the demands in their lives. We also explore the role that assertiveness plays in order to accomplish this.
Good time management reduces stress in all aspects of your life. It is central to planning and managing your personal as well as professional life. It is not about just diaries and wall planners; it is about what you want in your life and how you can achieve it. Central to this is recognising that you have to be assertive sometimes.
We aim to give individuals the necessary skills in order to accomplish this.
This course is aimed at individuals of all levels who deal with customers in their job role. The individuals can include front line staff, managers and supervisors.
Dynamic team working assists to promote an environment of trust, understanding and mutual respect within any organisation, department or team. Without dynamic team work, projects are usually doomed to fail!
This course aims to develop and enhance an individual’s understanding of how dynamic team working can aid customer service. It also aims to demonstrate how team work creates an ethos of success within any team/organisation.
Prospectuses
