Certificate in Principles of Customer Service
Course Curriculum
Unit 1: Principles of customer service and delivery
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This unit will provide the fundamental knowledge and understanding needed to work in a customer service role. Develop knowledge of the legal and ethical requirements that relate to customer service and maintaining customer service information.
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Unit 2: Understand customers
Unit 3: Understand employer organisations
Unit 4: Understand how to communicate with customers
Unit 5: Understand how to handle customer information
Unit 6: Understand how to resolve problems and deliver customer service to challenging customers
Unit 7: Understand how to develop customer relationships
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