Customer Care

Virtually everyone has had at least one experience of poor Customer Care, be it from rude or unhelpful staff, undelivered promises, or something as simple as absence of an apology when experiencing a delay.

Obviously there are examples of outstanding Customer Care but unfortunately these can seem to be the exception rather than the rule. What often frustrates customers is the fact that many of these grievances could be so easily avoided with thought, planning and training. This module is designed to show learners how they and their colleagues can make customers feel that their business is genuinely interested in them.

On completion of this module learners will be able to:

• Recognise why they need a Customer Care Programme
• Have a plan of campaign to install a Customer Care Programme in their company
• Understand Customer Care skills and how to use them
• Develop a complaints handling procedure that strengthens the bond between their company and their customers

Lesson Plan

Sections within the module include:

• Objectives of the module
• Introduction
• Why does your company need customer care?
• Why does poor customer care happen?
• Your campaign plans
• Customer Care Skills
• Handling Complaints

Accreditation

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Certification

On completion of this course you will be able to download a Virtual College certificate.

Duration

Approximately 3 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. You can proceed as quickly or slowly as you like.

Target Audience

This module is addressed to owners/managers of both small and large companies. However it also applies to employees as they make direct contact with both customers and prospective customers every day.

Entry Requirements

There are no specific entry requirements for this module.

How it Works

What

This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.

How

The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consists of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed oursystem will realise and automatically record that you have successfully completed the course.

When

The course is self-paced so you decide how fast or slow the training goes. You can complete the course in stages revisiting the training at any time.

Currently there are no Q&As for this course. Be the first to ask a question.