Overview – Understanding the Use of Communication in Customer Service
The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF): Understand the use of communication in customer service – Level 2.
Good communication is fundamental to the delivery of good customer service. Most of the messages we send other people are nonverbal. In fact, non-verbal methods account for 50-80% of all human communications and can include for example; body language, appearance, posture or facial expressions. Verbal communication consists of two primary types, speech and writing, both of which are skills that must be mastered to avoid communication breakdowns.
This online training course has been developed to provide learners with the knowledge and understanding needed to provide good service to their customers, and can be used either as a standalone course, or used to compliment face-to-face training such as role play.
This course will cover the following learning outcomes:
- Understand non-verbal communication techniques when delivering customer service.
- Understand verbal communication techniques when delivering customer service.
- Understand when communication with a customer should be referred to someone else within the organisation.
This unit is a mandatory unit within the following qualifications:
- Level 2 Certificate in Principles of Customer Service (QCF)
- Level 3 Certificate in Principles of Customer Service (QCF)
Topic areas covered include:
- Non-Verbal Communication Techniques
- Verbal Communication Techniques
- When Communication With A Customer Should Be Referred
On completion of this course you will be able to print a certificate.
With approximately 64 interactive screens, it is estimated that this course will take approximately 1 – 2 hours to complete (depending on learning speed). As an e-learning course you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.
Although developed for those undertaking the Level 2 Understanding the Use of Communication in Customer Service, this course is also suitable for anyone who is seeking training in customer service and customer care.
There are no specific entry requirements for this course.
10 to 49 users – 10% discount
50 to 99 users – 20% discount
100 to 249 users – 33% discount
250 to 499 users – 50% discount
500 to 999 users – 60% discount
1000 to 1999 users – 75% discount
2000+ users – 80% discount
To find out about discounts on mixed course purchases please phone a customer advisor on 0844 854 9218.
Discounts are calculated during the checkout process.
The most straight forward method of payment is to select the number of users you require and add the product to your shopping cart by selecting Add to Cart. You will then be able to make payment using most credit and debit cards or a Paypal account. If you would like to pay by BACs transfer or by invoice please contact a customer advisor on 0844 854 9218 or email [email protected]