Customer Relations NCFE Level 2

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 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

Student Profile
This programme 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.

Study Method
The course is designed for study by distance learning at work or at home.  Students receive course manual, assignments and studyguide plus tutor support by telephone, mail and email.

Study Pack
Your study pack contains everything required to complete your course and no further purchases are necessary.

Assessment
This course is assessed through a series of tutor marked assignments. No attendance at an exams centre is required.

Accreditation
At the end of this course successful learners will receive a level 2 NCFE Award certificate of achievement. That means that it is independently accredited at a level of learning equivalent to level 2 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland. The course is provided in conjunction with Kendal Publishing Limited – a licenced NCFE centre.

Support
Students receive tutor support for a full one year from registration plus unlimited access to the student helpline during working hours.

Course Outline
Module A: 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

Module B: Customer Care on the Telephone
• Telephones – problems and opportunities
• Communicating on the telephone
• Telephone skills
• Telephone Reception Skills
• Dos and Don’ts on the telephone
• Handling problems and objections
• Controlling anger
• Dealing with criticism
• Handling complaints

Module C: Reception Skills
• The role of the receptionist
• Being a ambassador
• Receiving visitors & guests
• Administration in reception
• Security & safety
• Telephone Skills