This programme is designed for people seeking to understand and apply good practice in promoting effective customer relations.
The course is particularly suited to staff who deal regularly with guests, visitors and customers face to face, in writing and on the telephone.
The Course Includes the Following 3 Modules:-
- Lesson One - Customer Care
The following topics are covered: Why your firm needs customer care, Why you need to do something about it, Your plan of campaign, Customer care skills and Handling complaints.
- Lesson Two - Customer Care on the Telephone
The following topics are covered: Telephones – problems and opportunities, Communicating on the telephone, Telephone skills, Telephone Reception Skills, Dos and Don’ts on the telephone, Handling problems and objections, Controlling anger, Dealing with criticism and Handling complaints.
- Lesson Three - Reception Skills
The following topics are covered: The role of the receptionist, Being a ambassador, Receiving visitors & guests, Administration in reception, Security & safety and Telephone Skills.
Pre-Requirements:
There are no particular entry requirements.
Technical Support
Once you have enrolled, you will have access to your own personal tutor by mail or email. You will receive full tutor support for a 12 month period.
Qualification
The course consists of 3 modules with set assignments to complete. The qualification is gained from your coursework and there is no exam to complete. On completion of this course students will be awarded with the ASET Level 2 Certificate in Customer Relations. This award is at an equivalent to GCSE or NVQ Level 2.
