Customer Service and Communication

What you'll learn

On this course you will cover the following topics:

Customer Service

• understand the benefits to an organisation of good customer service
• outline reasons why good customer service is important for an organisation
• identify examples of good practice in customer service
• know about the possible consequences of poor customer service
• outline how poor customer service can impact the organisation, customers and staff

First Impressions – Customers

• know about the value of giving customers a positive first impression of an organisation
• outline why it is important to make a positive first impression on customers
• give examples of how to create a positive first impression when communicating with customers: face to face, on the telephone and in writing
• know about verbal and non-verbal interaction with customers
• identify appropriate and inappropriate ways of communicating verbally with customers
• give examples of types of non-verbal communication

Business Communication

• understand business communication
• identify forms of communication which takes place daily
• know how to choose an appropriate communication method
• understand effective business communication
• understand a business team and the behaviours within that team
• understand the benefits of an effective communication strategy

Business Communication – Customers

• know about verbal and non-verbal interaction with customers
• identify appropriate and inappropriate ways of communicating verbally with customers
• give examples of types of non-verbal communication

Know how to respect customer needs

• outline why it is important to maintain customer confidentiality
• outline ways in which they can respect individual customer needs
• know how to deal with customer complaints
• list the types of complaints that are commonly made by customers
• identify appropriate people that need to be informed in response to a complaint made by a customer
• identify the details of a customer’s complaint that need to be recorded
• give examples of positive ways of dealing with complaints made by customers.