The SOCAPiE Award for Customer Service Professionals

• Web-based e-learning with Online Tutor support

• Matches National Occupational Standards

• Accredited programme leading to SOCAPiE membership

The most successful organisations acknowledge the key importance of excellent Customer Service. Research shows that, if you provide service excellence along with quality products and services, your customers will return to you time and time again. They will reward you with their loyalty.

The Award for Customer Service Professionals (based on the successful book, The Best Practice Guide for Customer Service Professionals) is an online qualification for all those who deal with customers including internal customers.

Customer 1st International

The Award for Customer Service Professionals is written and delivered by the UK Customer Service learning specialist, Customer 1st International. The course content maps to National Occupational Standards and is approved by SOCAPiE, the professional body for customer service - so you can be sure that it is of consistently high quality.

Completion of the course entitles graduates to qualified membership of SOCAPiE and they can use the designatory letters MSoCAP for as long as they remain members.

Key Features

• Online programme with proactive tutor support

• Easy to access by password entry to website

• Interactive, learner-friendly and motivational

• Practical, team-based activities and self assessments

• Study online for 3-4 hours over 10 weeks

Benefits for the Organisation

• Become a Customer Service leader in your sector

• Increase customer loyalty and trust and employee retention

• Improve employee performance and link to organisational objectives for Customer Service

• Reduce training and development costs

• Provides your organisation with best practice skills for customer service

Work-based activities encourage employees to identify new ways of satisfying and delighting customers. Its match to the National Occupational Standards makes it just right for organisations that want to ensure their service is as good as, or better than, others in their sector.

Because the Award sits in a web-based Virtual Learning Environment there are no worries about software to install or systems to configure. As long as you can provide internet access your employees can get straight on with their learning.

Learners are grouped into learning sets, and will discuss topics with colleagues through online forums. With your own employer account you will access detailed learner reports to monitor the progress your staff are making.

Benefits for the Individual

• Study whenever and wherever you can access the internet

• Access your own learning account using login and password

• Stop and re-start at convenient times

• Relate your learning to your work with customers

• Advice from your own Online Tutor helps you make fast progress

• Straightforward multiple choice assessment for each module

• Receive your Certificate on successful completion of all the modules

• Achievement entitles you to apply for qualified membership of SOCAPiE

Learning Content

The course is delivered in nine straightforward learning modules. Each one has self-assessments and activities to check understanding. Participants maintain a learning log, enabling them to maximise the learning and improvement outcomes of the programme.

The nine modules:

1. Basic Concepts of Customer Service

2. Developing Relationships with Your Customers

3. Customer Service in Different Organisations

4. Features and Benefits

5. Effective Communication

6. Service Excellence Through Teamwork

7. Delivery Systems

8. Laws and Codes of Practice

9. The You Factor

Investment

The investment for each delegate, including full course material, access to the online tutor and certification is £360 plus VAT less the discount appropriate to your category of SOCAPiE membership. Please talk to us if you are thinking about large numbers over a period.

For more information and how to apply, please contact SOCAPiE at enquiries@socapie.eu.