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Customer Relations

Level 2 / ABC Awards / SH203

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

choose your options...

paper course

pay in full

monthly payments

WAS £270.00

NOW £202.50 or only £100.00 initial deposit

course duration: 60 hrs

study type: paper

Course Description

The objectives of our Customer Relations course are to understand the need for customer care skills, identify strengths and weaknesses in your firms care approach, develop personal customer care on a face to face level, develop personal customer care – 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.

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.

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
Handling complaints


Module 2: Customer Care on the Telephone
Telephones, problems and opportunities
Telephone skills
Telephone Reception Skills
Dos and Dont's 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 an ambassador
Receiving visitors & guests
Administration in reception
Telephone Skills

Previous Knowledge

No previous knowledge is required to study this course.

Assessment

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

Awarding Organisation

At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).
The course has been endorsed under the ABC Awards’ Quality Licence Scheme.  This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria.  The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future.  The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector.  To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner. 
 
The course itself has been designed by Kendal Publishing to meet specific learners’ or employers’ requirements.   ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met.  A regular review of courses is carried out as part of the endorsement process.

At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).

The course has been endorsed under the ABC Awards’ Quality Licence Scheme.  This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria.  The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future.  The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector.  To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner. 
 
The course itself has been designed by Kendal Publishing to meet specific learners’ or employers’ requirements.   ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met.  A regular review of courses is carried out as part of the endorsement process.

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.

course description

Course Description

The objectives of our Customer Relations course are to understand the need for customer care skills, identify strengths and weaknesses in your firms care approach, develop personal customer care on a face to face level, develop personal customer care – 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.

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

Previous Knowledge

No previous knowledge is required to study this course.

assessment

Assessment

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

support

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.

modules

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
Handling complaints


Module 2: Customer Care on the Telephone
Telephones, problems and opportunities
Telephone skills
Telephone Reception Skills
Dos and Dont's 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 an ambassador
Receiving visitors & guests
Administration in reception
Telephone Skills

awarding organisation

Awarding Organisation

At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).
The course has been endorsed under the ABC Awards’ Quality Licence Scheme.  This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria.  The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future.  The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector.  To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner. 
 
The course itself has been designed by Kendal Publishing to meet specific learners’ or employers’ requirements.   ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met.  A regular review of courses is carried out as part of the endorsement process.

At the end of this course successful learners will receive a Certificate of Achievement by ABC Awards and a Learner Unit Summary (which lists the details of all the units you have completed as part of your course).

The course has been endorsed under the ABC Awards’ Quality Licence Scheme.  This means that Kendal Publishing has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria.  The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future.  The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector.  To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of difficulty involved in successful completion by the learner. 
 
The course itself has been designed by Kendal Publishing to meet specific learners’ or employers’ requirements.   ABC Awards’ endorsement involves a robust and rigorous quality audit by external inspectors to ensure quality is consistently met.  A regular review of courses is carried out as part of the endorsement process.