SH203 Customer Relations

Customer Relations

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Relations.

Course Description

Customer Relations

The objectives of the course are to understand the need for customer care skills, identify strengths and weaknesses in your firms care approach, plan a caring approach, develop personal customer care skills – face to face, develop personal customer care skills – on the phone, understand how to deal effectively with anger, aggression and complaints, define the role of receptionist, describe good practice in receiving visitors and guests, list the administrative function assigned to reception and to understand the importance of security and personal safety.

The objectives of the course are to understand the need for customer care skills, identify strengths and weaknesses in your firms care approach, plan a caring approach, develop personal customer care skills – face to face, develop personal customer care skills – on the phone, understand how to deal effectively with anger, aggression and complaints, define the role of receptionist, describe good practice in receiving visitors and guests, list the administrative function assigned to reception, understand the importance of security and personal safety.

Our aim is to provide you with the best deal available, therefore registration fee, certification fee and full tutor support is included in the course price for you.

Previous Knowledge Required

No previous knowledge is required to study this course.

Support

You will receive the course manual, assignments and study guide plus tutor support by mail and email. Our student support team are also available for any other queries that you may have whilst completing your course. You can be assured that unlimited support is available for your home study course, so there is no need to struggle or feel isolated during your studies.

This course is supplied and delivered by our partner organisation - Kendal Publishing.

Assessment

This course is assessed through a series of tutor marked assignments. No attendance at an exams centre is required.

Modules

• Module 1: 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 2: Customer Care on the Telephone
• Telephones – problems and opportunities
• Telephone skills
• Telephone Reception Skills
• Dos and Don’ts on the telephone
• Handling problems and objections
• Controlling anger
• Dealing with criticism
• Communicating on the telephone
• Handling complaints
• Module 3: Reception Skills
• The role of the receptionist
• Being a ambassador
• Receiving visitors & guests
• Administration in reception
• Telephone Skills

Awarding Body

NCFE is recognised as an awarding body by The Qualifications and Curriculum Authority (QCA) in England, the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland, and the Qualifications, Curriculum and Assessment Authority.

For more information about Awarding Bodies click here