E-Learning - Understanding the use of communication in customer service

Course Information

  • Course Code: CBEL021
  • Duration: 1 day
  • Price: £60.00
  • Start Date: 01-Aug-17
  • Times: -
  • Delivery Type: PT

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Overview

Good communication is fundamental to the delivery of good customer service. Most of the messages we send other people are nonverbal. In fact, non-verbal methods account for 50-80% of all human communications and can include for example; body language, appearance, posture or facial expressions.

Verbal communication consists of two primary types, speech and writing, both of which are skills that must be mastered to avoid communication breakdowns.

What will I study?

This online training course has been developed to provide learners with the knowledge and understanding needed to provide good service to their customers, and can be used either as a standalone course, or used to compliment face-to-face training such as role play.

The content of this course has been mapped to the underpinning knowledge within the following unit on the Qualifications and Credit Framework (QCF):

Understand the Use of Communication in Customer Service (Level 2)
This unit is a mandatory unit within the following qualifications:
- Level 2 Certificate in Principles of Customer Service (QCF)
- Level 3 Certificate in Principles of Customer Service (QCF)

Entry Requirements
How will I be assessed?

It is estimated that this module will take approximately 3-4 hours to complete (depending on learning speed). As an e-learning module you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.

What can I do next?

See our elearning courses here

For more information

For more information about this course, contact our specialist team on 01254 29 25 00 or email business@blackburn.ac.uk

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