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Client or Customer Care Course

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Comments about Client or Customer Care Course - At the institution - London - Greater London

  • Objectives
    By the conclusion of the specific learning & development activities, delegates will be able to:


    1. Demonstrate an understanding of value of front-line staff to organisational effectiveness;


    2. Exhibit competence in fundamental aspects of customer/ client service - incorporating sensitivity to clients’ needs;

    3. Exhibit a ‘functional’ level of interpersonal relationship;

    4. Communicate effectively with clients, colleagues, juniors and managers;


    5. Demonstrate an understanding of the legal framework of client service;

    6. Recall fundamental elements of the ‘Sale of Goods Act 1979’;

    7. Recall the obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’

    8. Recall the obligation of the producer of goods and service, under the ‘Sale of Goods Act 1979’;

    9. Demonstrate their ability to remain calm and courteous during unpleasant situations such as an encounter with an irate client;

    10. Exhibit an understanding of the functioning of a ‘client-driven organisation’;

    11. Exhibit an awareness of the high standard of service, which each client anticipates;

    12. Demonstrate their ability to initiate improvements in client service;

    13. Assist clients in solving their problems relating to products and service;

    14. Illustrate their ability to manage internal and external customer/client care environments;

    15. Demonstrate their expertise in leading a customer/client care team;

    16. An understanding of the fundamentals of leadership and management;

    17. Exhibit leadership in dealing with ‘the irate customer/ client’;

    18. Provide examples of the legal application of ‘Fitness For Purpose’;

    19. Demonstrate their ability to contribute to the maintenance of customer/ client loyalty;

    20. Illustrate their understanding of the need to Empower Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’;

    21. Exhibit a willingness to seek help and advice from colleagues and managers, when faced with difficult situations;

    22. Appreciate the need to maintain a ‘generalised client/ customer information system’;

    23. Recall the obligation of the service provider/ product retailer, and manufacturer under The Supply of Goods and Services Act 1982

    24. Determine what constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999

    25. Suggest the role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999;

    26. Indicate The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999


    27. Determine The role of Trading Standards in dealing with consumer complaints


    28. Recall important points of law in the Unfair Terms in Consumer Contract Regulations 1999
  • Practical experience
    Use of Video Cases; Written Cases; Simulations and Industrial Visits.
  • Entry requirements
    1st Degree or Equivalent Qualification
  • Academic Title
    Diploma - Postgraduate in Client or Customer Care
  • Course description


    Course Programme for Client or Customer Care


    1.Who is a ‘front-line staff’?

    2.Who has customer/ client-relation and customer/ client-relation responsibility?

    3.Value of front-line staff to organisational effectiveness;

    4.Features of a Client-Driven Organisation

    5.Internal & External Factors Influencing Client Behaviour

    6.Client Motivation

    7.Responsibility of the service provider/ goods retailer, and manufacturer under The Supply of Goods and Services Act 1982

    8.How Can We Assure Clients That They Are Getting a Good Deal?

    9.Working Towards Clients’ Continued Accessing of Service

    10.The ‘Sale of Goods Act’

    11.Legal Interpretation of ‘Fitness For Purpose’

    12.Sensitisation & Client Needs: Role Transposition

    13.What To Know About Your Clients

    14.Maintaining a Generalised Client Information System

    15.Dealing With Sensitive Situations: Confidentiality VS Disclosure

    16.Dealing With an Irate Client: Understanding Clients’ Frustration

    17.Improving Worker-Client Relation

    18.Dealing with ‘the irate customer/ client.

    19.Communication: Perfecting ‘The Approach’ & Offering Assistance

    20.Contributing to the maintenance of customer/ client loyalty

    21. Empowering Front-line Staff to Redress ‘Dissatisfactory Client/ Customer Situations’

    22. Seeking help and advice from colleagues and managers, when faced with difficult situations

    23. Dealing with conflict between client/ customer and front-line staff.

    24. The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002.

    25. Client Service: The Legal Environment

    26. Obligations of the retailer/ service provider under the ‘Sale of Goods Act 1979’

    27. The responsibility of service provider/ goods retailer under The Sale and Supply of Goods to Consumers Regulations 2002.

    28. The Unfair Terms in Consumer Contract Regulations 1999

    29. What constitutes a ‘non-binding’ contract, under The Unfair Terms in Consumer Contracts Regulations 1999

    30. The role of the Office of Fair Trading (OFT), in dealing with consumers’ complaints under The Unfair Terms in Consumer Contracts Regulations 1999

    31. The Powers of the Office of Fair Trading, under the Unfair Terms in Consumer Contract Regulations 1999s

    32. The role of Trading Standards in dealing with consumer complaints







     

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