Customer Services : Feedback Essentials

Customer Services Feedback Essentials

It’s only by acknowledging our strengths and weaknesses that we’re able to grow and improve. From entry-level employees to top-tier management, working with feedback allows us to take that next important step forward. Providing useful feedback in an effective, professional manner isn’t always easy. You need to know how to ask the right questions, adopt the right tone in accordance with the scenario and dig as deep as necessary to obtain the information you need. Feedback is a two-way communicative process – one that gives both sides the opportunity to voice their thoughts, advice and uncertainties. Those who master the art of delivering feedback play a critical role in the ongoing development of employees at all levels.

This exclusive tutorial has been designed for business owners, managers, supervisors, team leaders and anyone working in HR. Explore the purpose and importance of feedback in the workplace, along with professional probing techniques and how to work with open/closed question. Study the key characteristics of an effective tone and voice, develop advanced questioning skills and start making feedback work harder for your business and its workforce.

Customer Services Feedback Essentials

Objectives

After the completion of this course learners will be able to:

• Explain why feedback is essential
• Apply a framework for providing formal or informal feedback
• Use descriptive language in delivering feedback

Programme Content

Topics

• Feedback Definitions
• Basic Skills
• Questioning Skills
• Open Ended Questions
• Closed Questions
• Third-Person Questions
• Probing Techniques
• Qualities of a Good Voice

Course Benefits

• Full Tutor Support
• Self paced, no fixed schedules
• Available to students anywhere in the world
• 24/7 Access to the LMS ( Learning Management System )
• Easy to understand quality e-learning study materials

Course Material

All course materials are included in the course price. All your study material will be available on our learning management system for which you will get access once you are enrolled. The material can be downloaded and printed as well.

Our distance learning course materials are specially written for home study and contain a wealth of knowledge in easy to understand language. We use variety of media to help you learn. Your course may use any of the following different media which you can use from home or where ever you choose to study:

• Online course materials
• Question papers
• Additional Supporting Material
• Useful Links

Course assessment

You will be continually assessed throughout the course. Your assignment will be marked by your tutor and independently moderated. The feedback on your assignment will then be sent to you. On receipt of this, you may wish to contact your tutor to discuss the feedback.

Tutor Support

When you enrol on a course with Brentwood Open Learning College you are allocated your personal tutor. Tutor’s help and support will be available throughout your studies with the college. He/she will assess your work and will provide you with regular feedback on your progress.

Customer Services Feedback Essentials

• Customers support staff
• Any customer care workers pursuing CPD
• Business owners, managers and supervisors
• Team leaders and supervisors.
• Telesales workers and operators
• Candidates seeking to expand their career opportunities

No prior knowledge is required to take this course.

*Note: This CPD Unit is offered on special discounted price on REED only and does not include awarding body accreditation charges. At the end of the unit, learner can claim CPD Accredited certificate by paying £35 accreditation fee and postal charges (£9 for UK students, £15 for outside UK).

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