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This qualification is intended for those who are working, or intend to work,
in an environment where customer service is seen as a competitive
advantage. The level requires an understanding of the complexities involved
in delivering customer service in a variety of organisational
structures. Successful candidates should have the skills necessary to
implement and evaluate changes to systems, procedures, and/or behaviours.
Possible vocational opportunities include:
Librarians, Administrators, Receptionists, Cashiers, Car-Hire Staff, Sales
Assistants, Hospital Staff, Airline Cabin Crew, Tourism Staff, Engineers,
Couriers, Hotel/Catering
Entry
Requirements:
Minimum age: 16 and above
Candidates should have a standard of business English equivalent to LCCIEB
English for Business Second Level
Course
objectives:
The aims of this syllabus are to enable candidates to develop:
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knowledge of the functions of customer service
- an
appreciation of systems and procedures that enhance delivery of reliable
and effective service
- an
understanding of personal behaviours that influence service delivery
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use of real or imaginary examples to illustrate understanding
Course
Content:
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The
Developing Role for Customer Service
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Reliability in Service Systems
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Communicating with internal and external customers
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Solving
Customer Problems
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Influencing Effective Change
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