Customer Relations

OCN Level 2 in Customer Relations

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.

Qualification: On successful completion of all of the assignments throughout this course, you will receive a OCN Level 2 in Customer Relations plus a UK Open Learning Certificate. OCNNWR provides validated courses through its provider organisations which must meet robust quality assurance standards. It is a licenced member of NOCN which is an approved awarding body licenced by QCA to offer accredited qualifications.

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