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People Skills - Delivering Exceptional Customer ServiceApply Now »

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Location: Broomfield Hall

Years: 1

Weeks: 1

Hours: 7.00

Start: Roll On Roll Off - Contact Us

Days / Times: Contact Us

Tuition (£): 325.00*

Interview: N

Course Summary

This course will help you identify ways that can make a difference to customer service within your organisation.  Focusing on communication and relationship building, it will provide you with the knowledge and skills to deliver an exceptional level of customer service.

Entry requirements

This course is designed for anyone working in a customer service role, who interacts with external customers and who wants to build better relationships with internal customers.

Course Content

  • Understanding and exceeding customer expectations
  • Providing exceptional customer service
  • Building trust and rapport
  • Listening and communication skills
  • Relationship building
  • Internal and external customer service
  • Transactional analysis

How will I be assessed?

Benefits for the individual

  • Understand the other person’s point of view
  • Recognise how effective communication builds better relationships
  • Understand the power of active listening and responding skills
  • Use of positive language
  • Effectively manage relationships
  • Improve customer experiences

Are there any additional costs or specialist equipment required?

Benefits for the organisation

  • Be recognised as a high-quality organisation that exceeds customers’ expectations
  • Differentiate your organisation from competitors
  • Build co-operation between departments
  • Reduce customer complaint levels
  • Create customer loyalty

What can I do after this course?

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* Tuition - This figure is the fee to be paid if you are not entitled to any concessions.
*** Co-Tuition - This figure is the fee to be paid if you are entitled to any partial concessions.

This course is run at the Broomfield Hall Campus

broomfiled hall campus

About Broomfield Hall »

Aimee Woore

Aimee Woore

New qualification is “massive help” for assessor Aimee

Business Administration assessor Aimee Woore has found that taking the Level 4 Preparing to Deliver Apprenticeship Standards course at Derby College is helping her massively in her daily work.
Aimee, a sales and marketing co-ordinator for Kettering Borough Council, also delivers business admin training to staff across the borough via the ETF, the Education & Training Foundation.
And, since completing her course at Derby College's Academy of Professional Education, Training and Development, she has taken on an additional role – heading up a work experience programme for 16 to 18 year olds in Kettering – and has found her new qualification invaluable.
Aimee, who found the course online via the ETF, opted to take it at Derby College, rather than at another centre in London, and is pleased with her decision. She also welcomed the opportunity to be in a roomful of people in similar roles to her own but from a variety of different sectors and providers.

Taking the Derby College course has helped me massively in my job. The course was well structured, the facilities and materials were good and our tutors were excellent. The biggest thing I learned while on the course was teaching strategies, including hints and tips on the different options available. It was interesting to see our tutors demonstrate these options in their own teaching.

The techniques and strategies we were taught have been very helpful, both in my work and on a personal level. I thoroughly enjoyed the course and would like to use the credits to continue studying.

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