Customer Care – Online

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 day.

What will I study?

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 delay.

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
•Introduction
•Why does your company need customer care?
•Why does poor customer care happen?
•Your campaign plans
•Customer Care Skills
•Handling Complaints

How will the course be delivered?

It is estimated that this module will take approximately 3 hours to complete (depending on learning speed). As an e-learning module you can complete this training in convenient stages and revisit whenever you wish. The system will record your progress throughout.

Course Entry Criteria

There are no specific entry requirements for this module.

The college operates a no refunds policy as detailed below. Cancellations and transfer requests are subject to the following conditions:

• More than 4 weeks notice – no charge
• 4 weeks notice – 30% of the cost
• 2-3 weeks notice – 50% of the cost
• 1-2 weeks notice – 75% of the cost
• Less than 1 weeks notice – 100% of the cost

All cancellations must be made in writing and are subject to a £10 administration charge. The full fee’s policy is available on request.

What will I get at the end of the course?

On completion of this module you will be able to download a Virtual College certificate.

What can I do next?

See our other e-learning courses online.

How much does it cost?

£40.00 per person.