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
