This course is aimed at

This course is suitable for all employees, including subcontractors and external partners.

Overview

This course describes the importance of maintaining customer focus. You will experience good and bad examples of customer service and learn how to provide good customer service.

Programme Content and Key Areas

• What is Customer Focus?
  
• Effective communication
  
• Responding to Individual Needs
  
• Skills Evaluation

Learning Outcomes

• Who your customers are
  
• What our customer focus principles and strategies are
  
• How you can make a good first impression
  
• What active listening is
  
• Your voice and body language
  
• The different communication styles
  
• Going the 'extra mile'
  
• Internal customers
  
• Customer needs and wants
  
• How we provide information to customers
  
• How we can respect diversity and accessibility and how it can affect customer service
  
• Questioning skills
  
• Building good relationships with customers
  
• How we can really help our customers
  
• Skills Evaluation
  

Technical Specifications

A full guide to the technical specifications required to run this course as well as information on the devices and browsers that the course has been tested on can be found on this link:

Assessment

There will be questions and scenarios throughout the module to test your knowledge. Also included is a skills evaluation module to test your overall learning. A pass mark of 80% is required to successfully complete the course.

Provider

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