Level 1 Award in an Introduction to Customer Service (RQF) TQUK
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30 topics in 3 modules
☑️ Module: Understanding the Organisation 10 topics
- Nature of businesses and customers
- Different types of customers
- Roles and responsibilities in customer service
- Products and services offered by the organization
- Impact of customer service on business reputation
- Legal and ethical requirements in customer service
- Complaints procedures and conflict resolution
- Importance of customer feedback
- Document management for record keeping
- Importance of teamwork in providing good customer service
☑️ Module: Principles of Customer Service and Delivery 10 topics
- Identifying customer needs and expectations
- Importance of effective communication in customer service
- Active listening and proper body language
- Dealing with difficult customers
- Importance of good product knowledge
- Meeting and exceeding customer expectations
- The role of customer service in achieving customer loyalty
- Developing a customer-focused approach
- Handling complaints effectively
- Providing after-sales support
☑️ Module: Understanding Customers and External Agencies 10 topics
- Building positive relationships with customers
- Importance of repeat business
- Understanding customer perception and expectation
- Building trust with customers
- Dealing with customer queries and requests
- Providing relevant information to customers
- Understanding the role of external agencies in customer service
- Understanding the impact of external factors on customer service
- Managing relationships with external agencies
- Ensuring compliance with data protection when dealing with customers
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