Customer Relations Level 2

COURSE CONTENT

The course is divided up into three modules, as follows:

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

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 mail and email. You can start at any time and plan your studies over a period of up to one year from the time of enrolment.

Assessment

Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.