Customer Service Training - Advice

Discussion in 'Training & Development' started by tysfoot, Dec 13, 2008.

  1. tysfoot

    tysfoot Byte Poster

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    Dec 13, 2008 #1
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    Hi,

    I’m currently studying for my A+ home study and want to get into a 1st line support role as quickly as possible.

    I have no experience in the office or customer service environment and my phone skills are poor to say the least :rolleyes:

    I'm thinking of giving my local learn direct centre a call on Monday (Yes the dreaded phone call :biggrin) as I have seen they have customer service courses, they have NVQ courses so not a bad qualification to show an employer.


    I wanted to ask if anyone has done one of these courses or similar as I’d like your feedback so i know if its worth it, also they don’t show the cost so if you know the costs of the courses that would be great :)
     
    Certifications: A+
    WIP: MCDST, N+
  2. Kitkatninja
    Highly Decorated Member Award 500 Likes Award

    Kitkatninja aka me, myself & I Moderator

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    Dec 13, 2008 #2
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    There are a wide range of Customer care/customer service courses out there. The NVQ program is a very good cert to have, but it is work based. You may gain the NVQ 2 in a simulated environment but you'll have to speak to the Learndirect adviser about that.

    Learndirect also do their own range of Customer service certificates, however please be aware that Learndirects own certs aren't qualifications, they are classes as "Statements of Completion" but what you've learnt on them can be used to get credit towards a qualification (eg evidence of prior knowledge, etc).

    The new version of the A+ does cover some aspects of customer service, however if you want a specific Customer Care cert/training, you could look at the:

    1. ASET certificate in Customer Care (which you can do at home and is based on assignments)
    2. HDI/SDI Customer Support Specialist exam or
    3. Even just contacting your local college to see if they do any Customer service short courses (for example my local college does a course entitled "Excellence in Customer Service" which is a day's course for £155).

    I haven't done the NVQ in Customer Service, but I have done the NVQ in Software Creation and enjoyed it. It is one of the qualifications that helped me get my first job. I have done Learndirects own Customer Care course and found it to be ok, for me it is hard to rate it as I had already done several other courses based on Customer care/customer service/quality service, etc...

    At the end it's another bit of paper that says that you've done something, learnt something, achieved something, etc... Learndirect isn't one of these pressure sales training provider (or at least didn't use to be when I worked for the Northamptonshire Hub many years ago).

    Hope this helps :)

    -ken
     
    Certifications: MSc, PGDip, PGCert, BSc, HNC, LCGI, MBCS CITP, MCP, MCSA, MCSE, MCE, A+, N+, S+, Server+
    WIP: MSc Cyber Security
  3. mary92130

    mary92130 New Member

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    Apr 18, 2009 #3
    Hi,

    All customer service training programs are based at teaching the executives the tricks of the trade. Dealing customers can be the most cumbersome and difficult task of all. In this context it must be mentioned that it is also the duty of a customer service executive to seek customer feedback after a problem has been fixed.
     

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