TRAINING COURSE BROKER LTD
TRAINING COURSE BROKER LTD
This regulated qualification has been designed for delivery to all learners working or preparing to work in a customer service role or where using a telephone is a part of their role. This qualification covers the principles of customer service, including how to meet customers expectations, the importance of appropriate behaviour and communication techniques, as well as ways to deal with problem customers.
This qualification is aimed at individuals working or preparing to work in a customer service role or where using the telephone is a part of their role.
To complete this qualification learners should expect to undertake 6 guided learning hours.
Topics covered
Understanding the principles of customer service
how customers´ needs and expectations are formed
knowing the interpersonal skills and appropriate behaviour required in the customer service environment and
understanding the principles of responding to customers problems or complaints .
Through a 1-hour, 30-question multiple-choice examination. Learners must achieve a score of at least 20 out of 30 to pass.
