Syllabus

Unit 1: Understand the customer service environment

On completion of this unit you will:

 

Unit 2: Principles of business

On completion of this unit you will:

 

Unit 3: Understand how to resolve customers’ problems or complaints

On completion of this unit you will:

 

Unit 4: Understand customers and customer retention

On completion of this unit you will:

 

Unit 5: Understand how to monitor customer service interactions and feedback

On completion of this unit you will:

 

Unit 6: Understand equality, diversity and inclusion in the workplace

On completion of this unit you will:

 

Unit 7: Understand how to manage incidents and collaborate with other departments in a contact centre

On completion of this unit you will: