"Customer Relations NCFE Level 2"

Student Profile

This programme is designed for people who wish to gain an understanding of principles and practice of Customer Relations. No prior knowledge is required.

Objectives

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

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.

NCFE is recognised as an awarding body by the qualification regulators for England, Wales and Northern Ireland.
The regulators are the Office of the Qualifications and Examinations Regulator (Ofqual) in England, the Department for Children,
Education, Lifelong Learning and Skills (DCELLS) in Wales and the Council for Curriculum, Examinations and Assessment (CCEA) in Northern Ireland

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 mail and email. You can start at any time and plan your studies over a period of up to one year from the time of registration.

Assessment

Each element is followed by a written assignment, which is submitted and marked by your tutor. There is no external examination required.

Course Duration

Students may register at any time and have a full year to complete their studies. The course will take around 120 hours of study to complete.

Pack/Course Contents

· Studyguide

· Comprehensive study notes for each element of the course

· Self-assessment activities

· Assignments

· Tutor support

· Assignment marking & feedback

· Accreditation

Price

The cost of the course is £230 inclusive of learning materials, tutor support and assignment marking.

COURSE CONTENT

The course is divided up into three modules, as follows:

Module 1: 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 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

Module 3: Reception Skills

The role of the receptionist
Being a ambassador
Receiving visitors & guests
Administration in reception
Telephone Skills