• Understanding Good Customer Service
Studying for this exam will give you an introduction to customer service. You will learn how to identify customers and understand their characteristics and expectations. You will learn how customer service is delivered in organisations, including customer service practices and procedures. You will understand how to identify the services and products of your organisation and how to communicate information to customers. You will also learn about the legislation and external regulations that relate to customer service.
• Delivering Effective Customer Service
Studying for this exam will give you an understanding of how to deliver effective customer service and how to deal with complaints. You will learn about preparing to deal with customers, giving consistent service and checking customer service delivery. You will explore how to recognise and deal with customer queries, requests and problems in a positive and professional way.
• Planning for Self-Development in Customer Service
Studying for this exam will provide you with an understanding of how to improve personal performance in customer service and how to develop customer service skills. You will also learn how to establish rapport with customers, respond appropriately to customers and communicate information to customers.
• Principles of Personal Responsibilities and How to Develop & Evaluate Own Performance at Work Test 4
In studying for this exam you will learn about the employment rights and responsibilities of the employee and employer. You will also gain an understanding of the purpose of health, safety and security procedures in a business environment. You will learn how to manage your own work and how to evaluate and improve your own performance in a business environment. You will explore the types of problems that may occur with your own work and learn how to deal with them. You will also understand how to plan and prioritise work and how to behave in a way that supports effective working.
• Principles of Managing Information and Producing Documents in a Business Environment
Studying for this exam will give you an understanding of information systems and how to research, organise, report and evaluate information. You will also learn how to store information and to maintain security and confidentiality in a business environment. You will understand the purpose and value of designing and producing high quality, attractive documents and the resources that are available. You will know the purpose and value of following procedures when designing and producing documents and be able to design and produce documents to agreed specifications.
You will also study the purpose and benefits of respecting and supporting other people at work. You will learn how to maintain security and confidentiality at work and how to assess, manage and monitor risk in the workplace. You will understand the purpose of keeping waste to a minimum and the procedures to follow. You will also learn procedures for disposal of hazardous materials and ways of supporting sustainability in an organisation.
• C1 - The Principles of Insurance
Studying for the C1 paper will give you a thorough understanding of the principles of fair presentation, insurable interest, proximate cause, indemnity, contribution and subrogation. You will also learn the legal principles relating to the transfer of ownership of real property and goods. You will gain an understanding of claim procedures such as onus of proof and forms of discharge and learn about the operation of the insurance market, including the role of professional bodies and regulatory authorities. You will study risk, perils, moral and physical hazard and understand the law of contract, torts and their defences. You will learn pertinent legal cases and gain knowledge of legislation relevant to insurance such as the Consumer Insurance (Disclosure & Representations) Act 2012.