SQA Award in Customer Service: Principles and Practices SCQF Level 5

Course description

This qualification is appropriate to any delegate who wishes to work in a customer facing role in any industry or for those already working in customer service but who wish to improve their skills in order to progress. The course will help delegate to understand the personal factors and skills required in making a positive first impression with customers and dealing with customer needs. GUIDED LEARNING HOURS This course will be run over six hours. It can be delivered in one day or split over two half-day sessions. FORM OF ASSESSMENT Delegates will generate evidence which demonstrates they have achieved all Outcomes and Performance Criteria for the Unit. A mixture of written and oral evidence will be gathered contained within the Learner Support Pack. Role Play will also be used as an assessment instrument. SYLLABUS Who are our Customers? Internal and External Customers Creating a Positive First Impression How do we Communicate? Question Technique Customer Needs and Expectations Personal Skills and Qualities Benefits of Positive Customer Service to your Organisation Dealing Positively with Customer Feedback