What will the course Cover?
The course will cover the basic principles of customer service, why it is important for businesses to provide good customer service and how you can review and develop your own skills in this area.
Who is this course for?
The intent of this course is to give a broad introduction to customer service. It covers the importance of personal appearance, first impressions, different types of customers and how to communicate with them. This course is for anyone who wants to understand good customer service, and develop their own skills in this area.
What skills, knowledge or experience do I need to start this course?
There are no specific recommended prior learning requirements for these qualifications. However, you may find it helpful if you’ve already achieved an Entry Level 2 (or above) qualification. You will require English skills at the appropriate level.
What should I be able to do by the end of the course?
At the end of this course, you will know why personal appearance is important in the workplace; know the difference between internal and external customers; know how to communicate with customers; be aware of what good customer service looks like.
How is the course organised?
Explanations, tasks, demonstrations, discussions, and assessment activities.
What extra study or practice is expected outside of the class?
To gain the maximum benefit, you should read recommended books and websites, and practice the topics covered during the class each week – the more you practice, the faster your skills will improve. Computer access is available at at your local library.
How will my progress be assessed?
Informal feedback and tasks will help you decide what else you need to learn or practise. The tutor may provide homework or specific tasks to assess your progress. There will be regular opportunities to review your progress through the class. You will complete a workbook as evidence of achievement.
What can I expect to go on to after this course?
You will be able to update your CV with your new skills and look for work, or progress on to more customer service classes to develop your skills further e.g. ‘Create a good impression on customers’ or ‘Introduction to retail’.
Are there any other costs and what do I need to bring?
A pen and notebook, a file folder to store handouts. You may benefit from investing in some books to supplement your learning, or check your local library.
What support is available?
Details of all available support can be found on our website (https://www.hfals.ac.uk/information-advice), in the Guide and the Student handbook, or from teaching or reception staff.