Riverside Training Spalding


7th May 2020

Customer service has a huge impact on a business' success...and ultimately its bottom line.

In practice, customer service is the direct one-on-one interaction between a customer and a representative of a company before, during and after making a product or service purchase.

How that exchange is handled is a critical factor in ensuring customer satisfaction and encouraging repeat business to help a company grow.

Customer support is more than just providing answers; it’s an important part of the promise a brand makes to its customers - and in a competitive market it's key to competing effectively.

Customers don't just chose products or services based on price any more, they consider the overall experience.

Providing good - or even great - customer service means having a thorough knowledge of inventory, experience with products or services, and being able to help customers make the best choices.

It also means anticipating and solving problems.

While for retail workers customer service remains relatively unchanged, an office-based role has expanded far beyond the traditional telephone support agent to encompass email, web, text message, and social media.

Working in a customer service role is a rewarding career choice.

Whether working in an office or a retail setting, the main benefit of having a customer service job is that you can interact with members of the public day in, day out. Perfect if you have a sociable, outgoing personality.

And being able to help people and resolve issues successfully makes for great job satisfaction.

Even if you don't plan to make it your long-term career, training in customer service provides you with plenty of transferrable skills that will be beneficial in future jobs.

Dealing with the public, managing workload, liaising with other departments and using your initiative, are exactly the sort of experience employers look for.

At Riverside Training we offer five qualifications in customer service including the Level 2 Diploma in Customer Service (QCF).

This is a combined knowledge and competence qualification that forms part of the Intermediate Apprenticeship in Customer Service, but is also suitable for learners outside an apprenticeship who want to demonstrate the knowledge and skills required for a customer service role.

Learners can either be employed or have access to work in customer service, or want to progress to higher education and training.

The core subjects include:

  • Delivering customer service
  • Understanding customers
  • Principles of customer service
  • Understanding employer organisations
  • Managing personal performance and development

There are also additional optional areas of study that encompass a range of skills including communicating and building relationships with customers, resolving problems, promoting products and/or services, using appropriate communication channels, keeping records, gathering customer feedback and team working.

The qualification is suitable for learners aged 16 and over and there are no formal entry requirements.

Successfully passing the Level 2 Diploma in Customer Service (QCF) can lead to a career in a customer-related environment with a level of supervision.

  • To find out more about the Level 2 Diploma in Customer Service - or any of the other business-related qualifications offered by Riverside Training - call our friendly team on 01775 710945.

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