Introduction to Customer Services

Who is the course for?

This course is designed as a solid introduction to customer service.If you have limited or dated experience in customer interaction and aim to work in a customer facing environment in the future, this is the course for you.

Is this course for me?

This course can be completed within 14 hours classroom time.

You do not need any experience in customer service to complete this course.You will need a good standard of English and willingness to participate in some simple exercises to get the most out of this course.

What does it cover?

This course covers the following areas:

Understanding Good Customer Service
Creating a Good Impression
The GAP model
Communicating in Writing or ICT
Communicating by Telephone
Communicating Face to Face
Dealing with Conflict
Customer Service Tool Kit
Standards and Organisational Needs

What will I be able to do?

By the end of this course you will be able to:

Understand what good customer service actually is
How to create a good impression
Understand what the GAP model is
Communicate better in writing or ICT
Communicate better by telephone
Communicate better face to face
Deal with dissatisfied and challenging customers
Develop skills helpful to customer service
Be aware of some of the official guidelines in customer service

What do I get out of it?

You will receive a certificate of completion from Hopwood Hall College.

What can this lead to?

On completion you may consider going onto the following courses:

Office Skills
Train the Trainer

Who do I talk to about this?

Talk to our ‘Into Work’ team on: 01706 358490

Comments

Orchard Skills Centre official opening

Orchard Skills Centre on Drake Street, Rochdale was officially opened on 23rd February, with a ceremonial ribbon-cutting by the Mayor and Mayoress, Councillor Keith Swift and Ms Sue Etchells.

Orchard Training Solutions; Hopwood Hall College’s Employer Engagement Arm developed the skills centre after the government launched the Response to Redundancy (R2R) initiative in mid 2009. The aim of the project is to help individuals who are unemployed or at risk of redundancy and make training available so they can broaden their skill range and increase their employability.

The College’s Vice-Principal for Finance & Corporate Services, John Spindler, and the College’s Vice-Principal for Skills, Dr O J Rahim, members of the College executive, local government representatives, partners, tutors and students attended.

The opening provided an opportunity for the many organisations who work with the skills centre to meet and celebrate the successes that the project has enjoyed so far.

Jane McAuley, R2R Project Co-ordinator said: “In just a short space of time since the skills centre opened in early November, we’ve already had learners who have completed training courses, secured job interviews and accepted job offers. In an area of high unemployment like Rochdale, this is a fantastic achievement.”

Siobhan Probert of Syke, a former hairdresser, had been unemployed for several months when she called in to the skills centre to enquire about the training opportunities available. Siobhan said: “The staff at the skills centre were friendly and really helpful. I wanted to get into office work and they put me on the office skills course followed by basic and intermediate IT. I got help updating my CV and was back in employment within 2 months of contacting them. I’d recommend anyone who is in my situation to contact the skills centre.”