Certificate in Effective Customer Care

Student Profile
This programme is designed for people working in a wide range of sectors and occupations who wish to develop their customer care 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 telephone, mail and email.

Assessment
The ASET certificate, which is a  recognised award, is gained through completing a short series of written assignments plus a multi-choice style end-test.

Course Outline

Understanding why Customer Service is Necessary:
Introduction to effective customer relations, identifying customer expectations, benefits of good customer service

Preparing for Customers:
Creating the right impression, the importance of the environment, product knowledge and care, preparation for the customer

Welcoming the Customer:
The initial approach, greeting the customer, choosing the correct style of welcome, identifying special care situations, you are the company, body language

Caring for Your Customers Needs:
Questioning techniques, listening skills, identifying the customers requirements, meeting the customers needs, having the right knowledge, caring for the customer

Improving Customer Service Skills:
Knowing your products and services, giving appropriate information, sources of information, relaying information effectively, using the right language, the laws affecting sales

Resolving Customer Complaints:
Understanding the complaint, fair and consistent, dealing with difficult customers, reasons for complaint, finding the right solution

Internal and External Customers:
Effective telephone skills, internal customers, external customers, confidentiality of information.