Course overview

The course is aimed at anyone who would like to broaden their knowledge on customer service skills. We will cover the basics including identifying the needs and expectations of customers, how to deal with customers in challenging situations and much more. This course has been requested by a major employer working in the Insurance Industry. The WEA.org.uk working in partnership with Norwich DWP and Seetec Pluss, participants who successfully complete this course with the WEA, will receive a tour of the employers headquarters and a guaranteed interview . Participants will need to attend the Meet and Greet Session on Monday 15th April at 9:30 at Seetec Plus Headquarters Norwich

Course description

The course has been designed to give learners a broad overview of working in a customer service role, help them to identify transferable skills and prepare them for interview with a major employer in the Insurance industry.

As part of the course, learners will have an opportunity to speak to representatives from the employer and on successful completion of the course will be offered a guaranteed interview and the chance of securing employment with the company. Understanding Skills and Qualities: Participants will explore the skills, experiences, and qualities vital for success in customer service roles. This involves communication skills, empathy, problem-solving abilities, and adaptability.

Identifying Customer Needs and Expectations: Learners will learn to discern customer needs and expectations across different communication channels, including face-to-face interactions, phone calls, and online interactions.

Role-playing Product Knowledge: Through role-play scenarios, the significance of possessing excellent product knowledge in providing effective customer advice will be emphasized. This involves understanding product features, benefits, and potential customer concerns.

Interview Preparation: The course will assist learners in confidently answering interview questions specific to customer service roles. This includes articulating their experiences, skills, and suitability for the position.

Handling Queries and Complaints: Participants will be equipped with strategies for effectively addressing customer queries and complaints. This involves active listening, empathy, problem-solving, and conflict resolution techniques.

By covering these areas comprehensively, the course aims to empower learners with the requisite skills and confidence to excel in customer service roles and secure employment opportunities within the insurance industry.

What financial support is available?

We don't want anything to stand in your way when it comes to bringing Adult learning within reach so if you need anything to support you to achieve your goals then speak to one of our education experts during your enrolment journey. Most of our courses are government funded but if you don't qualify or need alternative financial help to access them then let us know.

What other support is available?

All of our digital content, teaching and learning activities and assessments are designed to be accessible so if you need any additional support you can discuss this with the education experts during your enrolment journey and we will do all we can to make sure you have optimal access.

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