Certificate in Customer Relations

Objectives
At the end of the course you will be able 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

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 telephone, mail and email.

Qualification
ASET Certification

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