Student Profile:
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.
Study Method:
The course is designed for study by distance learning at work or at home. Students receive course manual, assignments and studyguide plus tutor support by post and email
Tutor Support:
You will receive full tutor support by e-mail and post for a full year from the day you receive the course. To complete this course it will take in the region of 90 study hours which can be spread over a 12 month period to suit the student.
Assessment:
As you work through this course you are required to complete a series of tutor marked assignments, which you can then send to your tutor for marking. There is no word count for these assignments, however you do have to prove to your tutor that you have fully understood the question asked.
Awarding Body Information
NCFE is recognised as an awarding body by the qualification regulators ('regulators') for England, Wales and Northern Ireland. The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children, Education, Lifelong Learning and Skills (DCELLS) in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland
Course Outline:
Module A: Customer Care
- Why your firm needs customer care
- Why you need to do something about it
- Your plan of campaign
- Customer care skills
- Handling complaints
Module B: Customer Care on the Telephone
- 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
- Handling complaints
Module C: Reception Skills
- The role of the receptionist
- Being a ambassador
- Receiving visitors & guests
- Administration in reception
- Security & safety
- Telephone Skills
