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STEP Customer Service

Department

- -

Study Mode

Part time

Start Date

07/10/2024

Duration

4 weeks

Fee

Available at

Course Overview

This course covers a range of skills including digital, customer service, employability and personal skills.

What will I learn?

Digital Learning Skills
- How to write an email
- How to set up a calendar invite (arrange a meeting)
- How to set up a Teams invite
- How to organise emails into files
- How to set up files on emails
- How to set up reminders
- How to use CC and BCC
- Forms
- Information notices and signs
- Microsoft Teams
- Microsoft Office
- Outlook

Customer Service
- Confidentiality
- Customer expectations
- Internal and external customers
- Different communication skills (formal and informal)
- Telephone skills
- Dealing with difficult situations/patients
- Effective customer complaints procedures
- Limits of authority when resolving problems - escalation processes??
- Difference between assertive and aggressive behaviour

Employability Skills
- Understanding Mindset
- Your responsibilities as an employee/standards of behaviour
- Behaving appropriately at work
- Work awareness
- CV writing
- How to apply for a job

Personal Skills
- Health and Wellbeing/resilience
- Understanding own learning styles
- Team working
- Flexibility in a working environment

Study, Assessment and Qualifications

Assessment is informal, based on your personal targets and the learning outcomes will be undertaken regularly with you by the course tutor. There is no formal qualification or assessment.

Entry Requirements

There are no entry requirements with this course.

Additional Costs and Information

£150 (Free fundable course to those who meet the eligibility requirements)

Free fundable programme for aged 19+ who are in receipt of benefit or on a low wage income and must have lived in the EU for the last three years. You must currently reside in England. Should you need any additional information before applying please do contact us on busdev@wiltshire.ac.uk .

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