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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
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
Sections within the module include:
Objectives of the module
Why does your company need customer care?
Why does poor customer care happen?
Your campaign plans
Customer Care Skills
The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.
On completion of this course you will be able to download a College certificate.
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.
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
There are no specific entry requirements for this module.