CUSTOMER SERVICE – LEVEL 3

Aims

The aim of the examination is to enable candidates to develop:
(a) knowledge of the functions of customer service
(b) an appreciation of systems and procedures that enhance delivery of reliable and effective service
(c) an understanding of personal behaviours that influence service delivery
(d) the use of real or imaginary examples to illustrate understanding

Syllabus

1 The Developing Role of Customer Service
2 Reliability in Service Systems
3 Communicating with Internal and External Customers
4 Solving Customer Problems
5 Influencing Effective Change

Course Duration: 50 hours