Customer Relations

Short course

Inhouse

Price on request

Description

  • Type

    Short course

  • Methodology

    Inhouse

Suitable for: Would you like to work in Customer Service, Retail?

Important information

Government funding available

About this course

No prior skills are required for this training; however a willingness to learn and develop new skills is essential.

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Course programme

Course Content

Customer Service and Retail work covers a wide range of jobs at different levels. Many of these jobs include being the first point of contact for dealing with customers face to face, or over the
phone and/or by e-mail. People skills are essential for this type work. The following are examples of some the duties that may be included in Customer Service and Retail work:

  • Handling customer enquiries and complaints face to face
    and referring to a manager if necessary
  • Answering customer phone enquiries, taking and passing
    on messages and directing callers to the appropriate
    person or department
  • Liaising with front of house staff In some jobs, selling products or taking orders
  • Giving information and helping to solve problems
  • Greeting and looking after visitors
  • Operating a computerised switchboard
  • Carrying out administrative tasks and duties
  • Enter customer information on to a computer database and
    maintaining and updating directories

Jobs may include:

  • Call Centre Operator
  • Customer Service Assistant
  • Customer Service Manager
  • Sales Assistant
  • Telephonist/Switchboard Operator
  • Tourist Information Centre Assistant
  • Checkout Assistant
  • Counter Service Assistant

This training programme based at St Loye’s, would appeal to you if:

  • you are keen to work in an office based environment
  • you would like to work with people, both customers and colleagues
  • you enjoy organising and sorting paperwork
  • you could see yourself working as part of a team or
    individually
  • you enjoy working on computers

In general the training involves:
The Customer Relations training programme covers a range of modules including:

  • Recognising Customers
  • The Importance of Exceptional Customer Care
  • Service Principles
  • Providing Information
  • Advice
  • Products and Services to Customers
  • Dealing with Complaints to name but a few

The main training is computer based with some practical elements.

Flexible training:

Modules in Customer Relations can either be grouped together to make formal qualifications, or selected individually to accompany other training programmes. The length of training depends on the
individual trainee’s needs, circumstances and job goals. These will be discussed and agreed with the Case Manager at assessment stage.

Level of training and qualification offered:

  • Customer Relations – In-house Certificate

Further training programmes include:

  • CLAiT – Level 1 and CLAiT Plus – Level 2 8 possible modules to study at each level (Examining Body for this is OCR)
  • ECDL (European Computer Driving Licence) and Advanced ECDL
  • Office Procedures – Level 1 and 2 (Examining Body for this is City and Guilds)

Our Person Centred approach:
Once funding has been agreed, you will be invited in for an assessment with a dedicated Case Manager who will discuss with you your skills, aspirations and abilities and from this confirm whether you are ready to start training for work with St Loye's. The Case Manager will then build an Individual Employment
Plan (IEP) in agreement with you. This will include personally tailored skills training, development, support and employment programmes.

Customer Relations

Price on request