The Course
The course 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.
Course 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 firm’s 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 safety issues
The Syllabus and Assessment
This course prepares students for the ASET certificate in Customer Relations. The qualification is gained by successfully completing the in-course assessments, which take the form of structured essays based on related questions designed to apply knowledge in the workplace. Candidates also need to complete a multiple-choice questionnaire at the end of their studies.
Duration
This course will take a minimum of 130 hours of study to complete, this includes the end of course assessment.
Further Study
The Customer Relations programme is designed to provide a route to higher level qualifications and will assist in preparing for the following programmes
- NVQ in Customer Care
