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Highfield Level 2 Award in Customer Service
The objective of this qualification is to support learners working or preparing to work in a customer service role or where using a telephone is a part of their role. It is suitable for all industries where customer service is a requirement.
The 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.
Packed with engaging and interactive content this online customer service training will equip anyone working in a customer-facing role with the knowledge to deliver excellent customer care.
Learners will understand what is meant by, and how to deliver, good customer service in any organisation.
Approved by CPD
Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer’s requirements are met.
But how is this done?
How do you ensure it’s consistent across your business?
What are the benefits of delivering great customer service?
This course will start by making it very clear exactly what we mean by customer service, and why it’s so vital. It then goes into detail about the goals of great customer service, communication skills both verbal and non-verbal, discovering and understanding customer needs and much more.
Approved by CPD
The course will start by providing an overview of the basic rules for sales people, along with the right mindset, self-assessment and the goals you’ll need in the short, medium and long term.
It’ll cover cold calling, including how to prepare, what to say and how to deal with gatekeepers as well as walking you through a typical face-to-face meeting.
You’ll learn how to start a meeting, the questions you need to ask your prospect, practical tips for presentations including, staying relaxed, getting across your main messages, handling questions and using presentation aids.
We’ll also be analysing how you can sell by stressing the results prospects can expect if they buy, and how best to play to their emotions.
We’ll take a look at negotiation. We’ll highlight how you can avoid it, what to say if you’re drawn into it, and how you can use your negotiating skills to land the sale and much more.