Professional Receptionist Diploma - Distance

Comments about Professional Receptionist Diploma - Online

• Entry requirements
  There are no pre-requisites for this course just a willingness to learn.
• Course description
  
  Support
  
  As an UK Open Learning student you will have access to your own personal tutor helping you with you course work and any other questions you may have, this is for a year.
  
  Assessment
  
  Assessment takes the form of a series of tutor marked assignments. Which you send to your tutor by e-mail or post. There is no word count for these assignments, however you have to prove to your tutor that you have fully understood the question asked.
  
  Tutor Support
  
  You will have 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 100 study hours which can be spread over a 12 month period to suit the student.
  
  Location
  
  This course is to be studied by distance learning. There is no need to attend scheduled training sessions, as everything can be done from home or work in your own time.
  
  Effective Communication:
  
  At the end of the course students will be able to:
  

  • Describe the essential elements of business communications
  • Adopt good practice with a variety of communication methods
  • Choose appropriate communication methods
  • Identify ways of improving personal communications skills

  
  Course Outline:
  
  Module 1: The Essentials of Communication     
  

  • The Importance of Good Communication  
  • Modes of Communication                
  • The Key Elements of Communication
  • The Whole Message           
  • What Does the Recipient Expect?                                         

  
  Module 2: Sending Informal Messages
  

  • Memoranda ('Memos')         
  • Electronic Mail (Email)                  
  • Text Messages                           
  • Facsimiles or 'Faxes'                                                

  
  Module 3: Sending Formal Messages
  

  • Letters – The First Impression       
  • Letters – Greetings and Sign- Off
  • The Details                       
  • Letters – Writing Clearly     
  • Letters – Writing Accurately  
  • Formal Emails          
  • Reports and Proposals                     
  • Reviewing Formal Letters and Reports

  
  Module 4: Two-Way Communication                                    
  

  • The Telephone                           
  • Using the Answer Phone               
  • Using the Mobile Phone                
  • Face-to-Face Meetings                                              

  
  Module 5: Presentations                                      
  

  • Presentation Skills
  • First Impressions,
  • Explaining Your Points Clearly Humour
  • Inviting Discussion
  • Ending the Presentation

  
  Module 6: Advertising                                                 
  

  • Press Releases                            
  • Newspaper Advertisements           
  • Direct Mail                        
  • Web Sites

  
  Customer Care
  
  At the end of this course students will be able to:
  

  • Describe the essential elements of customer care
  • Identify company benefits
  • Design a policy and plan
  • Help motivate staff                   

  
  Course Outline:
  
  Unit 1: Customer Care
  

  • What is Customer Care?
  • Defining Customer Care
  • Characteristics of Effective Customer Care

  
  Unit 2: Customer Care and Company Benefits
  

  • Increase in Profits
  • Customer Loyalty and Long Term Profitability
  • Fewer Complaints
  • Staff Know what is Expected of Them
  • A More Pleasant Working Environment
  • Customer Integration and Specialistaion

  
  Unit 3: Considering a Policy and Plan
  

  • Who are Current and Potential customer, their characteristics and needs
  • Staff Interfacing with Customers
  • What Tangible or Intangible assets to company has
  • Competitor Characteristics
  • Improvements and Additions to Customer Care and Service

  
  Unit 4: Customer Care and You
  

  • The Right Attitude
  • Looking and Sounding Right
  • Having the Right Information
  • Keeping Control
  • Working Within a Team
  • Customer Complaints
  • Answering the Phone 

  
  Unit 5: Customer Care and Service Plans
  

  • Contents of the Plan
  • The Advantages of Planning
  • Objectives, Strategies and Tactics
  • Target Strategy
  • Forecast or Assumptions of Outcomes
  • A Simple Case on Customer Care Planning
  • Company Policies
  • People Make a Plan Work
  • Current Customer Care and Services

  
  Unit 6: Motivating the Staff
  

  • Involvement
  • Achievement
  • Recognition
  • Feeling of Belonging
  • What Every Manager Should Do

  
  Unit 7: Standards and Monitoring
  

  • Set Plans
  • Obtain Feedback
  • Measuring Results
  • Managing the Plan and People

  
  Unit 8: Selling the Plan
  

  • Internally
  • Selling to the Customers
  • What to Advertise Openly
  • A Case in Point

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