Advanced Customer Service - L3
Duration: 2 Days
Total Credits: 8
Skills Achieved: Customer Service, Sales, Communication, Active Listening Techniques, Telephone skills
Course Description: This exciting and intense Customer Service course will keep students engaged and active throughout the two days. Students will develop confidence dealing with customer enquiries over the telephone. They will learn how to accurately record information and follow up customer enquireis with the appropriate documentation. Students will understand the importance of treating all customers with respect and without discrimination. They will learn how to apply sales skills through role-play situations and competency based assessments.
Unit Standard 11815, Answer customer enquiries on the telephone in a wide range of contexts
Unit Standard 11097, Listen actively to gain information in an interactive situation
Unit Standard 376, Employ customer service techniques to accommodate customer behavioural styles in a workplace
Level 3, Credits 3
Level 3, Credits 3
Level 3, Credits 2