Customer service is the cornerstone of any successful business, influencing customer loyalty, satisfaction, and brand reputation. The LICQual Certificate in Customer Service Train the Trainer is a comprehensive programme designed for individuals who wish to take on the vital role of training others in delivering excellent customer service. This qualification equips trainers with the necessary skills to develop and deliver effective customer service training sessions, ensuring that employees are well-prepared to meet the needs of customers and represent the organisation positively.
The LICQual Certificate in Customer Service Train the Trainer is designed for professionals who aim to become qualified trainers in customer service. Whether you are a manager, HR professional, or an experienced customer service practitioner, this qualification provides the tools you need to guide others in providing exceptional customer service. This course covers a wide range of essential topics, from understanding customer expectations to creating and delivering training programmes that empower staff with the knowledge and skills they need to exceed those expectations.
Effective customer service is critical to the success of any organisation. Employees who are skilled in customer interactions are better able to solve problems, build relationships, and represent their company’s values in every interaction. As businesses increasingly recognise the need for customer-centric approaches, providing high-quality customer service training has become more important than ever.
The LICQual Certificate in Customer Service Train the Trainer is an invaluable qualification for anyone looking to develop their ability to train others in delivering exceptional customer service. With a focus on communication skills, complaint handling, training delivery, and cultural change, this course provides the foundation for creating customer service champions within any organisation. By becoming a certified customer service trainer, you will not only enhance your own professional development but also contribute to the success and reputation of your organisation.
Course Overview
Qualification Title
LICQual Certificate in Customer Service Train the Trainer
Total Units
6
Total Credits
18
GLH
72
Qualification #
LICQ2200154
Qualification Specification
To enrol in the “LICQual Certificate in Customer Service Train the Trainer” course, participants should meet the following requirements:
- Minimum age of 18 years.
- Proficiency in English language (both spoken and written).
- Basic understanding of customer service concepts and principles.
- Previous experience in customer service roles is preferred but not mandatory.
|
Qualification# |
Unit Title |
Credits |
GLH |
|---|---|---|---|
|
LICQ2200154-1 |
Introduction to Customer Service Training |
3 |
12 |
|
LICQ2200154-2 |
Adult Learning Principles and Training Techniques |
3 |
12 |
|
LICQ2200154-3 |
Designing Customer Service Training Programs |
3 |
12 |
|
LICQ2200154-4 |
Delivering Engaging Customer Service Training |
3 |
12 |
|
LICQ2200154-5 LICQ2200154-6 |
Training Evaluation and Feedback Overcoming Challenges in Customer Service Training |
3 3 |
12 12 |
By the end of this course, learners will be able to:
1. Introduction to Customer Service Training
- Understand the fundamental principles of customer service and its importance in a business context.
- Identify the skills and behaviours essential for providing excellent customer service.
- Learn how to structure and introduce customer service training to different audiences.
- Develop an understanding of the role of a trainer in enhancing service delivery within an organisation.
2. Adult Learning Principles and Training Techniques
- Gain an understanding of key adult learning theories and how they influence training design and delivery.
- Learn how to adapt training methods to suit different learning styles and individual needs.
- Develop skills to create interactive, learner-centred training sessions.
- Understand the importance of creating a positive learning environment that encourages participation and engagement.
3. Designing Customer Service Training Programs
- Learn how to design customer service training programs that are aligned with organisational goals and customer service standards.
- Gain the ability to define clear learning objectives and outcomes for customer service training.
- Understand how to structure training content and materials effectively for diverse learner groups.
- Develop skills in using multimedia, case studies, and practical examples to enhance training programmes.
4. Delivering Engaging Customer Service Training
- Master techniques for delivering dynamic and engaging customer service training sessions.
- Learn how to facilitate group discussions, role-plays, and practical exercises that encourage active learning.
- Understand how to maintain learner engagement and attention throughout training sessions.
- Develop the ability to adapt delivery styles to suit different learner needs and contexts.
5. Training Evaluation and Feedback
- Understand the importance of evaluating training effectiveness to ensure learning objectives are met.
- Learn how to use a range of evaluation methods, including feedback surveys, assessments, and observations.
- Develop the skills to analyse feedback and adjust future training sessions for improved effectiveness.
- Gain an understanding of how to provide constructive feedback to learners to enhance their development.
6. Overcoming Challenges in Customer Service Training
- Identify common challenges faced during customer service training and develop strategies to overcome them.
- Learn how to manage difficult or disengaged learners and address common training obstacles.
- Gain the ability to tailor your training approach to accommodate varying levels of skill and experience.
- Develop techniques to handle resistance to change and motivate staff to apply customer service principles effectively.
This diploma is ideal for:
- Customer service professionals aspiring to become trainers.
- Existing trainers seeking to specialize in customer service training.
- Training managers or supervisors responsible for customer service training initiatives.
Assessment and Verification
All units within this qualification are subject to internal assessment by the approved centre and external verification by LICQual. The qualification follows a criterion-referenced assessment approach, ensuring that learners meet all specified learning outcomes.
To achieve a ‘Pass’ in any unit, learners must provide valid, sufficient, and authentic evidence demonstrating their attainment of all learning outcomes and compliance with the prescribed assessment criteria. The Assessor is responsible for evaluating the evidence and determining whether the learner has successfully met the required standards.
Assessors must maintain a clear and comprehensive audit trail, documenting the basis for their assessment decisions to ensure transparency, consistency, and compliance with quality assurance requirements.
