City & Guilds 4410 Level 2 Certificate in Customer Service
Course Agenda (5 days) for Customer Officers New to the Industry
[ Back to City & Guilds 4410 Level 2 Certificate in Customer Service ]
| Day One (Lectures & Worksheets) |
| 8:45 |
Tea & Coffee |
| 9:00 |
Introduction and Course Programme
Unit 1 - Customer Service Principles
Outcome 1 - Describe the principles of customer service |
| 10:30 |
Tea & Coffee |
| 11:00 |
Outcome 1 - Workshop |
| 12:00 |
Outcome 2 - Identify customer needs and expectations |
| 13:00 |
Lunch |
| 14:00 |
Outcome 2 - Workshop |
| 15:00 |
Tea & Coffee |
| 15:15 |
Outcome 3 - Identify an effective solution to meet customer needs within the limits of responsibility |
| 16:15 |
Outcome 3 - Workshop |
| 17:15 |
Close of Day One |
| Day Two (Lectures & Worksheets) |
| 8:45 |
Tea & Coffee |
| 9:00 |
Introduction and Course Programme
Unit 2 - Develop, Maintain and Support the Customer Service Environment
Outcome 1 - Describe how legislation, policies and procedures support the customer service process |
| 10:30 |
Tea & Coffee |
| 11:00 |
Outcome 1 - Workshop |
| 12:00 |
Outcome 2 - Develop interpersonal skills through team working |
| 13:00 |
Lunch |
| 14:00 |
Outcome 2 - Workshop |
| 15:00 |
Tea & Coffee |
| 15:15 |
Outcome 3 - Use, maintain and contribute to the improvement of customer service records |
| 16:15 |
Outcome 3 - Workshop |
| 17:15 |
Close of Day Two |
| Day Three (Lectures & Worksheets) |
| 8:45 |
Tea & Coffee |
| 9:00 |
Introduction and Course Programme
Unit 3 - Maintain Procedures, Services and Processes for Customers
Outcome 1 - Explain the differences between products and services |
| 10:30 |
Tea & Coffee |
| 11:00 |
Outcome 1 - Workshop |
| 12:00 |
Outcome 2 - Maintain knowledge of products and services within the organisation |
| 13:00 |
Lunch |
| 14:00 |
Outcome 2 - Workshop |
| 15:00 |
Tea & Coffee |
| 15:15 |
Outcome 3 - Support the promotion of the products and services |
| 16:15 |
Outcome 3 - Workshop |
| 17:15 |
Close of Day Three |
| Day Four (Assignments **) |
| 8:45 |
Tea & Coffee |
| 9:00 |
Introduction to Assignments |
| 9:30 |
Assignment No 1 - Customer Service Principles |
| 10:30 |
Tea & Coffee |
| 11:00 |
Assignment No 2 - Develop, Maintain and Support the Customer Service Environment |
| 12:30 |
Lunch |
| 13:30 |
Assignment No 3 - Maintain Procedures, Services and Processes for Customers |
| 15:00 |
Tea & Coffee |
| 15:30 |
Customer Service Overview |
| 17:00 |
Close of Day Four |
| Day Five (GOLA Exams) |
| 8:45 |
Tea & Coffee |
| 9:00 |
Overview |
| 9:30 |
Unit 1 - Overview/Quiz |
| 11:00 |
Tea & Coffee |
| 11:15 |
Unit 2 - Overview/Quiz |
| 12:45 |
Lunch |
| 13:30 |
Unit 3 - Overview/Quiz |
| 15:00 |
Tea Coffee |
| 15:15 |
City & Guilds Gola Exam Set Up/Navigation |
| 15:30 |
City & Guilds Gola Exam Start *** |
| 16:30 |
Tea & Coffee and Close of Course |
** Each Assignment has a maximum time period of 3 hours
*** GOLA Exam Timetable is dependant on the number of candidates
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