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Customer Service 2 – Correct Communication 

What is this course about?   

This Customer Service: Correct Communication course will help you to identify appropriate and inappropriate ways of communicating verbally with customers; give examples of types of non-verbal communication; know how to respect customer needs and communicate with customers and colleagues including interacting on the telephone and in writing. 

Course format:   

This is an online course where you will learn as part of a group and take part in practical activities, all in a relaxed and friendly environment.  

Who will benefit from attending?  

Anyone who is required to interact with customers and would like to develop and practise their communication skills. 


What will I learn?  

  • Examine effective methods of contacting customers 
  • Discover how to find customers’ needs and wants by asking the correct questions. 
  • Understand the power of body language in customer facing roles for providing effective customer support. 
  • Practise methods for communicating with customers and colleagues. 

How long is the course?  

This is run as a single 2-hour session, with some activities to do at home to help you practise your skills.   

This course is the second in the customer service suite of courses.  

Will I be assessed?   

Before starting the course, you will be asked to complete an initial survey on the itslearning Virtual Learning Platform. The survey looks at your starting point at the beginning of the course and questions your knowledge and feelings about topics which will be covered during the course. It is important to work independently and be honest and open with these questions to ensure that your tutor can effectively support your learning. During the course, your tutor will assess your progress in group and individual activities to ensure that you achieve the course criteria and are working towards your personal goals.  

Entry Requirements: 

FaCL online courses are funded by the education and skills funding agency. Courses are no cost to learners if they are 19+ and have been a resident in UK/EU for 3+years.  

and if you can tick any of these criteria:  

  • have less than 5 GCSEs grades a-c  
  • in receipt of benefits   
  • are a service family  
  • are a family with SEN children  
  • are unemployed  

If you are unsure if you are eligible, we are always happy to talk things through with you.  

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