This course is available in Paper or Online format.
This programme is designed for people who wish to gain an understanding of principles and practice of Customer Relations.
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Phone: 01539 724622
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Customer Relations Level 2
Course code: SH004
Delivery method: Paper Based or Online
Course duration: 12 Months
Entry requirements: No prior qualification needed
Award achieved: ABC Awards & Certa Awards Certificate of Achievement
The objectives of the course are 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
The course is divided up into three units, as follows:
Unit1: 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
Unit 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
Unit 3: Reception Skills
- The role of the receptionist
- Being a ambassador
- Receiving visitors & guests
- Administration in reception
- Telephone Skills
At the end of this course successful learners will receive a Certificate of Achievement from ABC Awards and a Learner Unit Summary (which lists the details of all the units the learner has completed as part of the course).
The course has been endorsed under the ABC Awards’ Quality Licence Scheme. This means that OSC has undergone an external quality check to ensure that the organisation and the courses it offers, meet certain quality criteria. The completion of this course alone does not lead to an Ofqual regulated qualification but may be used as evidence of knowledge and skills towards regulated qualifications in the future. The unit summary can be used as evidence towards Recognition of Prior Learning if you wish to progress your studies in this sector. To this end the learning outcomes of the course have been benchmarked at Level 2 against level descriptors published by Ofqual, to indicate the depth of study and level of demand/complexity involved in successful completion by the learner.
The course itself has been designed by OSC to meet specific learners’ and/or employers’ requirements which cannot be satisfied through current regulated qualifications. ABC Awards’ endorsement involves robust and rigorous quality audits by external auditors to ensure quality is continually met. A review of courses is carried out as part of the endorsement process.
ABC Awards is a leading national Awarding Organisation, regulated by Ofqual, and the Welsh Government. It has a long-established reputation for developing and awarding high quality vocational qualifications across a wide range of industries. As a registered charity, ABC Awards combines 180 years of expertise but also implements a responsive, flexible and innovative approach to the needs of our customers.
Renowned for excellent customer service, and quality standards, ABC Awards also offers Ofqual regulated qualifications for all ages and abilities post-14; all are developed with the support of relevant stakeholders to ensure that they meet the needs and standards of employers across the UK. Regulators for exams and assessments in England and Wales
Paper Based Version
The course comes to you as a paper-based pack delivered by courier.
You will be given guidance through the Study Guide on the nuts and bolts of studying and submitting assignments.
Postal assignments cannot be accepted without prior permission from the tutor.
Our online courses are fully digitised versions of the paper-courses, so you can study on any PC or smart device when connected to the internet.
As with the paper course, your online learning programme is completely flexible, so you can study at a pace that suits you.
All of our online course content is broken down into bite size chunks to make your learning more manageable and effective.
The course contains a number of assignments which your tutor will mark and give you valuable feedback on. We call these Tutor Marked Assignments (TMAs). You need only send the TMAs to your tutor for comment, not the self-assessment exercises which are also part of the course to help you gauge your progress.
This course can be taken over a 12 month period but you can complete it as fast or as slowly as you wish.
You will have access to a tutor via email who will mark your work and guide you through the course and will assist you with any problems you may have. In addition you will be supplied with a comprehensive Study Guide which will help you through the study and assessment process.
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