Description

The Customer Service Essentials eLearning course provides learners with an understanding of the fundamental principles of good customer service and how individual behaviours and communication can influence the customer experience.

The course explores customer needs and expectations, effective communication and the importance of providing professional, consistent and helpful service. Learners will consider practical approaches to building positive customer relationships, responding to enquiries and concerns and contributing to a positive customer experience.

Who Should Attend?

• Employees who interact with customers as part of their role.
• Customer service and client-facing personnel.
• Retail, hospitality and service-based employees.
• Sales and administrative personnel.
• New starters developing their customer service skills.
• Anyone looking to develop their understanding of effective customer service.

What You Will Learn

• What is meant by good customer service.
• The importance of the customer experience.
• Understanding customer needs and expectations.
• Creating a positive first impression.
• Communicating clearly and professionally with customers.
• Using active listening to understand customer requirements.
• Asking appropriate questions and clarifying information.
• Using appropriate verbal and non-verbal communication.
• Adapting communication to different customers and situations.
• Building positive and professional customer relationships.
• Providing accurate and helpful information.
• Managing customer expectations appropriately.
• Responding professionally to customer enquiries and concerns.
• Handling challenging customer interactions appropriately.
• Recognising when an issue should be referred or escalated.
• The importance of following through on agreed actions.
• Maintaining professional standards across different communication channels.
• Understanding how individual behaviour can affect customer perceptions.
• Contributing to consistent and positive customer service.

Course Delivery

This course is delivered as self-directed eLearning through the ELMO learning platform.

Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.

Interactive activities may be included throughout the course to reinforce key learning points.

Assessment

Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.

A minimum score of 70% is required to successfully complete the course.

Certification

Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.

Course Duration

The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.

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