Who is it for? All front line and supervisory staff who want to deliver improved levels of service to customers. These programmes focus specifically upon developing positive relationships and continuous improvement.
The Training Is based upon City & Guilds qualifications (NVQ levels 2 and 3) and contains units which learners work through with one-to-one support from a CBE Training Consultant. Short, self-study packs are completed for each unit with knowledge and understanding being tested to Technical Certificate standard. Competence is formally assessed by observation as part of the normal working day.
A qualified and experienced Training Consultant will visit every 4-6 weeks to provide coaching and to assess competence. Each visit lasts approximately 2 hours.
The Content All programmes include ‘core units’ such as: -
Health and safety
Maintaining supporting information systems
Maintaining security and confidentiality
Operative level staff - then complete units related to their actual job role covering all of the fundamental activities such as: -
For Customer Support Staff
Solving problems on behalf of customers
Maintaining positive customer relationships
Dealing effectively with complaints
For Call Centre Staff
Maintaining positive caller relationships
Arranging and authorising transactions
Generating sales leads for follow up calls
Offering products and services over the phone
Managers and supervisors Complete more complex programmes to reflect their increased responsibilities. There are units to help them manage people and resources more effectively - and others to plan, organise and evaluate the work of others.
Each programme can be customised by adding `optional units` such as Conducting Tele-marketing - Developing Team Schedules - Initiating Change to Improve Service Levels and many more.
