Medway Adult Education

Course Description
This qualification is for individuals who are interested in starting a career in the customer service industry. The Level 1 Award for Introduction to Customer Service provides an introduction to the knowledge, skills and behaviours needed in order to provide effective
customer service in a range of sectors. It also gives learners the core
knowledge and awareness of key legislation for working within customer
service.

What will I learn on this course? 1
Learners will learn about:
• How to Create a good impression to customers
o By identifying Three different customer service jobs and describe how the employees dress appropriately in order to create the right impression
o By identifying inappropriate dress in two different customer service jobs.
o By dressing in a way that meets customer expectations in a particular job
o By stating the importance of making a good first impression on customers
o By identifying personal appearance that may cause a negative reaction from customers
o By presenting yourself in a way that makes a positive impression on customers.
o By describing methods of communicating with customers
o By describing why offensive language should be avoided when dealing with customers
o By using appropriate methods of communication when dealing with customers.
• How to apply legislation, regulation and organisational procedures for customer service
o By describing the limits of own responsibility and authority for a particular job in customer service
o By carrying out the steps in customer service procedures for a particular job
o By following organisational procedures for the security of property when delivering customer service
o By following Follow organisational procedures for the security of information when delivering customer service
o By describing the health and safety rules that relate to the delivering of custom service
o By describing the main health and safety risks for customers and colleagues when delivering customer service.
o By describing the key legislation and external regulations relating to customer service delivery
o By describing actions to avoid because of legislation and regulation when delivering customer service
o By describing the importance of treating customers equally when delivering customer service.

What will I learn on this course? 2
• Describe the customer service experience.
o By describing customer service situations.
o By describing the steps in a customer service process
o By describing the feelings of being a customer at different stages of the customer service process.
o By describing the link between customer expectations and customer satisfaction
o By describing the service delivery that provides customer satisfaction
o By describing customer service that does not meet customer expectations and the reasons why.
o By demonstrating willingness when dealing with customers
o By speaking clearly to customers and put them at ease in different situations
o By recognising customer feelings and establish a rapport with them
o By showing respect to customers.
o By showing reliability to customers

Is this course suitable for me?
This course is suitable to anyone that currently has an Entry 3 qualification or those wishing to undertake a customer service role, at all levels of employment, who wishes to improve their service skills. This includes professions that deal directly with customers face-to-face, over the phone or via email, social media or live chat. Examples include, but are not limited to:

• Receptionists, admin assistants and front-of-house staff
• Education administration staff
• Call centre workers
• Retail Staff

Is there anything else I need to know about the course?
It would be helpful to bring a pen and note pad to make notes.
Some evidence for this qualification requires photo/video activities.

Will there be additional costs?
No.

What could I go on to do after this course?
You may want to progress onto the Level 1 Business Administration course, or onto the Entry 3 Essential Digital Skills Qualification.

If you wish to explore your learning, work or career options, you can speak to a fully trained careers advisor on 0800 100 900. https://nationalcareersservice.direct.gov.uk

If you need further advice, please telephone 01634 338400.

What is the attendance policy?
In order to get the most out of your course you will need to attend as many sessions as possible. We recommend at least 90%. If you do have a holiday booked during term time please let the tutor know in advance so that we can help you catch up on missed sessions and ensure that you still achieve the course outcomes. If you are unavoidably ill or unable to attend please contact 01634 338400 so that we can let your tutor know, and so they can send you any work you may have missed

How are IT/Digital skills used and enhanced on this course?
You may have the opportunity to use computers with internet access in class time. You may need to use the internet for some or all of your course - using a mobile phone, tablet or computer. The tutor will speak to you about useful websites, apps and online resources which you may be asked to use for homework.

Health & Safety
We try to make sure your class is as safe as possible. If you are worried about anything, please talk to your tutor or our Safeguarding Officer.