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SkillsCerts - Superior Customer Service Skills

Course Description:

The training content of this programme delivers knowledge and skills essential to finding secure employment in any of the many sectors of industry and public service where a properly trained and motivated workforce is essential to the delivery of superior customer service. Having completed this programme, Learners will have a thorough knowledge of the importance of customer service supported by comprehensive skills set in areas which include identifying customer expectations, dealing with inquiries, communications skills, dealing with complaints, customer recovery skills, and telephone/internet service skills.

This programme can – if required – be tailored to the requirements of particular companies, organizations or workplace situations.

Course Content – Modules:

The programme is made up of nine Training Modules each of which is broken down into two to four training units. The Modules are:

  • 1. The Challenges of Front Line Service
  • 2. Customer Expectations
  • 3. Dealing with Inquiries
  • 4. Greeting and Handling the First Time Customer
  • 5. Greeting and Handling the Long Standing Customer
  • 6. Interpersonal Communications Skills
  • 7. Dealing with Complaints
  • 8. Telephone & ICT Service Skills
  • 9. Customer Recovery Skills
  • 10. The Personal Benefits of being able to deliver Superior Customer Service

Who should apply?

The programme is designed as a general training ground for personnel who work in front line service in sectors that include:

  • Hospitality Industry including Hotel & Restaurant sectors
  • Travel & Tourism
  • Retail

The programme content is designed to be modified and extended to the specialized requirements of sectors such as:

  • Local Authority and Public Services
  • Health
  • Emergency Services

Learner’s Personal Requirements:

There are no educational requirements for this programme although the ideal candidate will have completed or come close to completing Second Level Education.

The most basic of computer and keyboarding skills will be quite adequate.

A mastery of basic English reading and writing skills is required: however, the programme has been written in very simple English and the voiceovers that accompany each page of training can be easily translated into most languages other than English.

Learner’s Technical Requirements:

The technical facilities required by Learners are:

  • 1. Broadband Access to the Internet
  • 2. Internet Explorer
  • 3. A PC or Laptop with Open Office, Microsoft Office or similar
  • 4. Reasonable graphics and sound cards
  • 5. A comfortable set of headphones

Duration:

Most Learners will complete their training in about 25 hours.

Certification:

This programme is presently awaiting Certification and will be available shortly.

Certification will depend on completion of all Assignments and the final on-line Certification test.

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