The Customer Services Curriculum is split over 3 terms/semesters, and is structured as follows:
| TERM/SEMESTER 1 - Unit 1. Understanding Customer Services |
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| Introduction to Customer Service What is Customer Service? Why is it important to deliver Customer Service? Who are Customer Service Professionals and what do they do? Potential Jobs for Customer Service Introduction to Edexcel What is BETEC Level 2 Award. What Subjects will I study? What is Call Center Contact Centre |
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| Quiz 1 (Questions and Answers) |
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| Unit 1, Understanding Customer Service Customer ServiceHow effective Customer Service is provided.Customer Needs and Expectation.Internal Customer.External Customer.Benefits of Customer Service Customer Service and the TelephoneCustomer Service Excellence |
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| Project 1 (Group Work) |
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| Identify the effect on Customer Service of internal Procedures and Obligations
Procedures
Legal Obligation
Effects
Books, Managing Conflict at work |
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| Project 2 (Role Play + Video Taping) |
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| Monitor and Evaluate Customer Service within an Organization and suggest Improvements
Monitor
Feedback
Evaluate
Improvements |
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| Project 3 (Research + Audio)Test in Unit 1 |
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| TERM/SEMESTER 2 - Unit 2. Delivering Customer Service |
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| Unit 2, Delivering Customer ServiceProductsServicesCustomer needs and ExpectationWorld of Super ServiceMeeting Customer NeedsPositive Attitude at workManaging conflict at workPractical Business Communication |
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| Project 4 (Live experience – Simulated Contact Center – Video Taping) |
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| Presentation and Interpersonal Skills. Presentation Skills Interpersonal Skills Communication Skills (Listening Skills, Telephone Etiquettes, Non verbal, Verbal, Essential and effective Communication)
Situations. The Art of Communicating, Telephone Skills at Work, Effective Listening Skills, High Performance Speaking
Practical Business Communication |
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| Project 5 (Power Point Presentation + Performance Speaking –Audio) |
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| Consistent and Reliable Customer Service
Consistent and Reliable
Customer Satisfaction
Codes of Practice |
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| Project 6 (Best Practices + Satisfaction Surveys)
Test in Unit 2 |
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| TERM/SEMESTER 3 - Unit 3. Building Effective Customer Relationships |
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| Unit 3, Building Effective Customer RelationshipEffective Customer RelationshipBuilding RelationshipBenefitsImportancePractical Business Communication |
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| Project 7 (Individual Evaluation/Audio/Video) |
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| Resolve Customer Service ProblemIdentify Problems (Complaint Handling, Escalation and Problem Solving)Selecting SolutionImplementing SolutionsTelephone Skills at Work |
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| Project 8 (Team work / Role Play / Escalation) |
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| Dealing with Dissatisfied Customers
Dissatisfied Customers (Handling Irate/Difficult Customer)
Procedures
Perfect Customer Care
High Performance Speaking |
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| Project 9 (Group Work/Role play/handling Difficult Customers)
Test in Unit 3 |
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