This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role. This qualification covers the principles of customer service, including how to meet customers’ expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.


Learning Outcomes

 

  • The principles of customer service
  • How customers’ needs, and expectations are formed
  • Interpersonal skills and appropriate behaviour
  • Responding to customers’ problems or complaints


Suitable for: People who are in a customer-facing role

Course Duration: 1 day 

Assessment Type: Closed book test in exam conditions

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