ACSP Outline - Arthur Lok Jack Graduate School of


ACSP Outline - Arthur Lok Jack Graduate School of
Award for Customer Service
The world’s best service providers are led and staffed by individuals who have a passion for
customer service, with the skills and knowledge to match. To embed a customer centric culture
throughout the business, it is essential to raise the profile of customer service, creating a voice
for the customer that resounds throughout each business unit. It is a requirement to win the
hearts and minds of employees at all levels, convincing them, through inspirational learning
programmes, of the key role of customer service in achieving building success and meeting the
organisation’s aims and objectives. Learning needs to be placed firmly at the heart the
organisation’s work in creating customer centricity.
Exciting, relevant and challenging learning experiences will be provided. The courses will have a
lasting impact upon all participants. This online programme will transform service behaviours
and professionalism, taking service provision up to a higher level and exceeding the
expectations of customers.
The Award for Customer Service Professionals aims to improve the skills of anybody who serves
customers. Today’s customers expect to deal with skilled professionals, representing
organisations that meet their high expectations. Whether customers are internal (within the
learner’s organisation) or external (outside the learner’s organisation), the skills needed are
similar, and this programme will enable learners to focus on improving the skills that they need
in their work with customers.
Upon completion of this programme, participants should be able to:
Demonstrate an understanding of the basic concepts and language of customer service
Recognise the importance of long‐term organisational relationships with customers,
based on customer loyalty and effective customer service processes
Explain how customer service is delivered differently in different types of organisations
Identify a range of skills and techniques for matching products and services to
customers’ expectations
Recognise and choose appropriate communication methods for specific customer
service situations
Explain effective ways of working with colleagues, both within their own teams and with
other organisations
Recognise the importance of systems and processes for delivering excellent customer
Demonstrate and understanding of the laws and codes of practice
Identify their own strengths and areas for development for skills in customer service
Programme structure
The Award for Customer Service Professionals comprises nine units, all of which are
mandatory in order to complete the Award.
Unit 1: Basic concepts of customer service
U1LO1 Demonstrate an understanding of the basic concepts of customer service
U1LO2 Understand the importance to customers and of receiving excellent customer service
U1LO3 Understand how an organisation’s reputation can depend upon the delivery of excellent
customer service
U1LO4 Distinguish between different levels of customer service
U1LO5 Demonstrate an understanding of how the service offer can be enhanced by added
service value
U1LO6 Explain a range of methods of measuring customer service
U1LO7 Identify moments of truth in a customer service context
Unit 2: Developing relationships with your customers
U2LO1 Recognise and distinguish between internal and external customers
U2LO2 Understand the benefits and importance of customer loyalty
U2LO3 Identify the components of an effective customer service process
Unit 3: Customer service in different organisations
U3LO1 Explain why customer service is important to different types of organisation
U3LO2 Explain how customer service differs in different types of organisation
U3LO3 Recognise how the service offer tends to vary for different types of organisations
Unit 4: Match features and benefits
U4LO1 Demonstrate an understanding of features and benefits of products and services that
affect the delivery of customer service
U4LO2 Identify customer preferences and match them to available options
U4LO3 Recognise how organisations can set product and service standards
U4LO4 Demonstrate an understanding of equality and diversity issues for an organisation
U4LO5 Demonstrate an understanding of how to promote additional services or products to
U4LO6 Identify a unique selling point for a product or service
Unit 5: Communicate effectively
U5LO1 Describe the importance of effective communication in the delivery of customer service
U5LO2 Choose the most appropriate communication method to suit a specific customer service
U5LO3 Recognise the value of effective verbal and non‐verbal communication skills in customer
service transactions
U5LO4 Choose behaviour that is appropriate to a specific customer service situation
U5LO5 Understand the benefits, features and methods of using information and
communications technology (ICT) in order to deliver effective customer service
Unit 6: Deliver service excellence through teamwork
U6LO1 Demonstrate an understanding of effective methods of team working in the delivery of
customer service
U6LO2 Identify examples of working in partnership with other organisations
Unit 7: Systems for delivering service excellence
U7LO1 Explain the importance of systems and procedures supporting consistent delivery of
customer service
U7LO2 Demonstrate an understanding that systems should be focused on customers
U7LO3 Identify customer preferences and match them to available options
U7LO4 Understand the meaning and benefits of product and service innovation
U7LO5 Explain how organisations can benefit from customer feedback, both positive and
U7LO6 Describe a systematic approach to service recovery
U7LO7 Identify effective ways of resolving customers’ problems
U7LO8 Deal effectively with difficult customers and difficult customer service situation
U7LO9 Understand the importance of using ICT to support systems and customers
Unit 8: Laws and codes of practice
U8LO1 Understand the main aspects of customer service that are affected by legislation,
regulation and sector codes of practice
U8LO2 Recognise the main regulatory and legal restrictions on what you can and cannot do in
all aspects of your work with customers
Unit 9: The you factor
U9LO1 Identify the skills of emotional intelligence that are relevant to customer service
U9LO2 Demonstrate an understanding of the effects of submissive, assertive and aggressive
behaviours on others
U9LO3 Understand how personal attitude, health and emotional state affect your ability to
deliver excellent customer service
U9LO4 Plan and carry out activities that are needed for your own professional development
This Award is geared towards frontline customer service
employees, and also for employees who work with
internal customers. There is a need to improve the level
of customer service in all sectors and in most
knowledge and understanding needed for individuals to develop into customer service
This programme is relevant to all sectors. Customisation to particular sectors and organisations
can be achieved through Online Tutor/Trainer customisation of the course activities.
June 29th to August 24th, 2015
Orientation session
June 29th: 12:30pm – 1:30pm
Arthur Lok Jack Graduate School of Business
Max Richards Drive, Uriah Butler Highway,
North West, Mt. Hope
Tel: 645-6700
Fax: 662-1411
Umesh Sookoo ext 367
E-mail: [email protected]
Certificates will only be issued to participants who have fully completed all requirements of the online
Course Cancellation/Reschedule Policy
Arthur Lok Jack GSB (ALJGSB) reserves the right to cancel training at any time. If ALJGSB cancels the training due to
unforeseen circumstances beyond the control of ALJGSB, you are entitled to a full refund of the course fee, or your
course fee can be credited toward a future training, based upon availability (Providing payments have been made
before original advertised date).
ALJGSB reserves the right to reschedule training at any time. If ALJGSB reschedules training due to unforeseen
circumstances beyond the control of ALJGSB, the training will take place at the next available time. Participants will
be informed via phone and/or e-mails.