Certificate in Principles of Customer Service

This course will provide you with the knowledge required to work in a customer service role in a range of different environments. Through a series of written assignments, you will develop an essential understanding of the principles and practices of providing effective customer service – including customer retention, resolving customer complaints and problems, monitoring feedback, and customer expectations.

The course contains seven units:

1.  The customer service environment
2.  Principles of Business
3.  Resolving customers’ problems and complaints
4. Understanding customers and customer retention
5. Understanding how to monitor customer service interactions and feedback
6. Understanding equality, diversity and inclusion in the workplace
7. Understanding how to manage incidents and collaborate with other departments in a contact centre

Entry Requirements: Level 2 English

Format of Course Materials: Paper-based

Assignments: Eight written assignments

Exams: None

Prison Support Requirements: Support completion and submission of assignments

Tutor Support: Yes

What’s Next? Any of PET’s other Level 3 Management courses

Find Out More: From NCC directly here

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