Training Course: CC02 – Award in Customer Care – The customer is Always Right!

Course Description:  This course provides students with tools to help them reflect on their own skills and equip them with the fundamental skills necessary to enter the workplace in a customer care role. All organisations in the service industry have a need for people with quality customer service skills, and this course aims to build learners confidence by utilising concepts learnt and empower them to feel they can confidently add this to their skill set.

EQF/ MQF Level: Level 2                                                 ECTS per course: 1

Mode of Delivery: Traditional/ Face to Face                  Total Hours:  25 hours

Mode of Attendance: Part Time                                     Language: English  

Programme Duration: 1 Week

Target Audience: 16-18, 25+,

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Target Group: This course is aimed at learners 16+; It is particularly aimed at students, the unemployed and those looking for better skills to improve their chance to walk inti their first job.

Accreditation Category: Further Education Programme

Accredited by: Malta Further & Higher Education Authority. (MFHEA).

Course Structure: This Award focuses on teaching learners the skills required for introducing the basic elements of Customer Service Delivery:

Knowledge

1. List the key qualities required in the customer service role e.g. professionalism, communication skills and appropriate body language.

2. Describe the key attributes required in a customer service role.

3. Identify how to present a professional and knowledgeable image to customers.

4. Describe organisational practices and procedures that relate to their customer service work. 

5. Describe how to identify and confirm a customer's expectations.

Skills

6. Demonstrate the importance of responding promptly to a customer seeking assistance.

7. State the importance of keeping the customer informed and reassured.

8. Interpret the key features of a service offer and its effects on customer expectations. 

9. Deliver reliable customer service. 

10. Deal with a difficult customer calmly and confidently. 

Competences

11. Deliver good customer service to different types of customers. 

12. Interpret organisational customer service policies and procedure. 

13. Explain importance of responding effectively to customers 'needs, expectations, and complaints. 

14. Practice different methods of communication used to deal with different types of customers.

Entry Requirements: Leaners need to satisfy the following criteria:

Have a basic secondary education / school leaving certificate.

Be able to communicate both orally and in writing in English.

A short English entry test will assess participants eligibility for the course.

Outline of Course: The focus of this award is on improving one's employability by understanding the power of language, clothes, and comportment. Together with other soft skills courses offered; it aims to show students how employers consider more than one's academic results, and that these are not the sole factor on whether getting a job depends. Tools will be provided, and concepts explored to introduce learners to acceptable norms when delivering quality customer services in the workplace.

Competences

a) Make a good first impression.

b) Deal with queries and requests from customers in a positive and professional way, whilst considering own limits of responsibility. Follow organisational practices and procedures that relate to their customer service work.

c) Deal with difficult customers calmly and confidently and request assistance from colleagues or superiors for further assistance as required.

Knowledge 

1. Recognise typical customers and their expectations.

2. List different types of services and products.

3. Describe organisational practices and procedures that relate to customer service work.

4. Identify the limits of what they are allowed to do when delivering customer service by exploring typical job descriptions of roles they aspire to.

5.Define attributes, appearance and behaviours expected of a typical employee offering customer service, such as a shop assistant or a waiter/waitress, needs to adopt.

6.Recognize typical phrases and jargon used in customer service.

7. Explore verbal and nonverbal communication scenarios typically used in a customer care setting.

8. Recognise behaviours displayed by difficult customers.

9. Select responses that will mitigate behaviours displayed by difficult Customers.

Skills 

a) Identify customers and their characteristics and expectations.

b) Identify own organisation's services and products.

c) Demonstrate a familiarity with simple search engines for simple searching tasks such as looking up companies and viewing training videos.

d) Practice answering customer queries in Role Plays.

e) Practice responding to difficult clients that will mitigate behaviours displayed by difficult customers by watching best practice videos and applying it in role plays.

f) Recognise the benefits to an organisation off having a good reputation.

Judgment Skills and Critical Abilities

The learner will be able to:

a) reflect on what skills require practice to fulfill the required customer service role.

b) Recognise when something is a problem from the customer's point of view.

Module-Specific Communication Skills

a) Greet customers politely and positively.

b) Speak to customers clearly and put them at their case.

c) Employ different forms of communication: Face-to-face. Written communication e.g., letter, email. Telephone and text. 

Module-Specific Learner Skills

a) reflect on the best context-appropriate language, tone, and behaviour to use.

b) learn by emulating online videos and practice phrases in role plays.

Module-Specific Digital Skills and Competences

a) research a company's background to use as a model for customer services offered by that organization.

b) search for examples of customer service-related videos online.  

Learning Outcome 1: Outcome Type – Skill

a) Choose the appropriate tone of voice, words, and body language expected when serving customers in the workplace.

b) Apply jargon related to the customer service field.

Learning Outcome 2: Outcome Type – Knowledge

a) Assess strengths and areas for further personal development in line with delivery of customer service.

b) Develop one's sense of personal worth.

c) Apply a service mindset to deliver optimal service.

Assessment: The assessment for this Award consists of two parts:

1) For the continuous formative assessment students will be assessed on their participation in class, in group work and in role-play sessions and the compilation of a reflective action plan.

2) For the summative assessment students will be assessed during a case study and simulated exercises held at the end of the course. Clear and measurable criteria are to be eventually by the tutor. 

The maximum mark for the course is set at 100% and to be awarded a certificate, students will be required to achieve a minimum aggregate of 50% of the maximum mark. 

Hours of Total Learning: 25

Total Contact Hours: 8

Self-Study Hours: 15

Supervised Placement and Practice Hours: 1

Assessment Hours: 1 

Course Fee: Starting from €900