Customer Relations Level 2

• 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

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