Customer Service

What is the course about?  This course focuses on the knowledge, skills, and behaviours needed to deliver effective, professional, and customer-focused service. You will explore what customers expect, how organisations set service standards, and how customer service staff can respond confidently and professionally in a range of situations, including challenging ones.  The course also looks at customer rights, responsibilities, and relevant consumer protection, helping you understand how these influence customer service practice.   Course format  The course is interactive and practical. Sessions include: 

• Short input from the tutor 

• Group discussion and shared experiences 

• Reflective activities 

• Real-life customer service scenarios 

• Quizzes and short tasks 

• Time for questions and discussion 

You will be given a Knowledge Organiser to support your learning throughout the course. This will act as a reference guide and a space for notes and reflection that you can revisit during and after the course.   Who will benefit from attending?  This course is suitable for: 

• People new to customer service or customer-facing work 

• Those returning to work or changing roles 

• People already working in customer service who want to improve confidence and skills 

• Anyone who wants to better understand customer expectations and professional communication 

No previous qualifications or customer service experience are required.  What will I learn?  By the end of the course, you will: 

• Understand what good and excellent customer service looks like 

• Recognise how customer service behaviour affects customer experience 

• Develop clear and professional communication skills 

• Build confidence in handling complaints and difficult situations 

• Understand customer rights and basic consumer protection 

• Reflect on your own strengths and areas for development in customer service 

• Apply learning to real-life customer service situations 

 How long is the course?  The course runs over 4 sessions, with each session lasting 2 hours. This gives a total of 8 hours of learning, with time to reflect, practise skills, and build confidence gradually across the sessions.  Entry Requirements: FaCL courses are funded by the UK government via the Adult Skills Fund. Courses are no cost to learners who meet our eligibility criteria.  Learners must be aged 19+ on 31 August of the academic year, have a Wiltshire postcode and meet certain residency requirements. They must also be able to tick one of the following criteria:

• On a lower income (individual income less than £25,750 a year)

• In receipt of benefits (other than child benefit)

• Care leaver, refugee, foster carer, carer, military family / ex-armed forces personnel
• Have a learning difficulty or disability
• Have school aged children who receive means-tested free school meals.

• Not in work and looking to go into work, now or in the future.

If you are unsure if you are eligible, we are always happy to talk things through carefully. To book a place, please give us a ring on 01225 770 478. Please get in touch if you have any questions. We will look forward to hearing from you. https://www.facebook.com/Wiltsfamilylearning