Customer Services - enhance your C.V, update existing skills and build new

Course aim

Learn about the basic principles and practices of customer service - relevant in any workplace environment.

Do I need any particular skills or experience?

• You will need your own personal email address so that you’re able to login to the WEA’s digital learning platform: WEA Canvas. You will need to be able to understand how to follow URL links to pages on the internet. If you want to understand more about Canvas please visit: http://bit.ly/WEAonline
• You will need to be able to follow links to join our WEA live video learning platform: WEA Zoom. If you’d like to understand more about our video learning platform, Zoom please visit: http://bit.ly/WEAonline and http://bit.ly/ZoomSpec
• This course is for a group of around 15 students studying in a live video-learning platform conference and an online digital learning environment platform from the comfort of your own home.
• No skills or experience needed
• This course is for beginners

By the end of the course I should be able to:

• Identify a minimum of 2 key points that link to the provision of excellent Customer Service.
• Identify 3 benefits of good Customer Service.
• Identify 2 consequences of bad Customer Service.
• Describe the importance of local cultural awareness and its impact on Customer Service Provision.
• Describe the importance of effective communication when dealing with customers.

How will I be taught?

• The WEA’s digital learning platform, Canvas will be used to provide resources or to support lessons, enable assessment, provide learner feedback and for other activities for individuals away from the course. If you want to understand more about our digital learning platform please visit: http://bit.ly/WEAonline
• The WEA tutor will use a range of different teaching and learning methods and encourage you and the group to be actively involved in your learning
• You may be asked to undertake additional work in your own time to support your learning

What kind of feedback can I expect?

• You will be able to keep a record of your progress and achievement using photos, audio, text or documents uploaded into the WEA’s digital learning platform, WEA Canvas.
• Your tutor will provide written, text and audio feedback recorded in WEA Canvas, WEA’s digital learning platform.
• A range of informal activities will be used by the tutor to see what you are learning which may include quizzes, question and answer, small projects and discussion
• You will be encouraged to share your work with the group and discuss your learning
• You will be encouraged to consider other students work and give your opinions and suggestions

What else do I need to know?

• What you need: You will need an internet connection, speakers, a microphone and a webcam so that you can use our video learning platform, Zoom. If you’d like to understand more Zoom please visit: http://bit.ly/ZoomSpec
• You will also need access to the internet outside of your sessions. You could do this using a smart phone, tablet, laptop or a desktop computer (at home or through a library etc.).
• You will need a personal email address to join the WEA’s digital learning platform, Canvas so that you can receive resources, record your progress and achievement and to work with others and share ideas. If you want to understand more about our digital learning platform please visit: http://bit.ly/WEAonline

Pre-course work, reading and information sources

• No pre reading or pre course work is required

What can I do next?

• Progress to another WEA course
• Progress to a course with another provider
• This course could lead to a range of job opportunities. Follow link to National Careers Service for more details https://nationalcareersservice.direct.gov.uk/
• Access the WEA What Next? booklet here http://www.wea.org.uk/learn-wea/what-can-i-do-next