Service with a smile 

The EDA’s Product Knowledge Modules help businesses like yours create cross-selling and up-selling opportunities by building knowledge and confidence. What’s more these training modules have recently won a Princess Royal Training Award 2022 so you can be assured of their value. 

Customer Services is one of 12 training courses in the programme. The EDA modules are completely flexible and can be studied in any order or combination. You choose only the training your team needs. 

E-learning option  

From early 2023, Customer Services is one of the first modules to also be available in digital format instead of a printed textbook. The digital learning option is a complete e-learning experience with videos and interactive content. The EDA team is happy to talk you through your options and can give you a demonstration of the new e-learning platform.   

Customer Services provides training in:   

• Introducing our customers
• What is excellent customer service? 
• The customer journey 
• Customer service: right first time, every time 
• The importance of stock availability 
• Time management 
• The skills of questioning and listening 
• Selling add-ons as a service 
• Measuring customer service and going the extra mile 

Test your knowledge 

Have a go at this quiz sampled from the Customer Services module, then check your answers below. If the results show that you need to boost your team’s know-how, talk to the EDA today. 

Q1: How would you define a customer? 

Q2: List 5 areas of customer service that can be directly affected by you? 

Q3: What is a touchpoint? 

Q4: How can your team ensure zero picking errors to the customers? 

Q5: What is an SKU? 

Q6: What is a daybook? 

How did you do? 

Full marks: Well done!  

3 – 5 out of 6: not bad. Could the EDA training help you to fill in any gaps in your knowledge and help you progress in your career? 

Less than 3: the EDA Product Knowledge Programme could be just what you need to boost sales. 

Q1: A person who receives goods services from another person or company. 

Q2: Any 5 from: Attitude; Greeting; Helpfulness; Easy to speak to; Speed to get through on phone; Appearance; Keeping promises; Honesty and trust; Empathy, polite and courteous; Going the extra mile; Exceeding expectations. 

Q3: The personal interaction you have with a customer.   

Q4: Double checking all orders. 

Q5: A SKU is the number of different products referenced in stock. 

Q6: A daybook is an A4 pad of paper that you can use to write everything down in- essentially a notepad with added detail. 

 Watch the video and download the Course Directory 

There’s plenty of information online at www.eda.org.uk including video and downloadable Course Directory, giving you a summary of what’s covered in each of the 12 training modules.  

The EDA team is ready to help. Call 020 3141 7350 or email training@eda.org.uk 

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