Customer Care

Producer: Virtual College Ltd

Duration: 3 hours.
This product is an online product and is a single-user, 1-year licence.
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CPD Certified - on average contributes 2 - 3 hours towards your CPD.

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.

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

This module is aimed at 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.

There are no specific entry requirements for this module.

This product allows the student to print a certificate from the course on sucessful completion.

The recommended settings to run this course are:

- Minimum Internet Explorer 6/Netscape Navigator 7
- Flash enabled – Minimum V6
- Popup windows enabled
- Minimum Windows 2000 Operating System
- Silverlight may also need to be installed for some courses
- Most ECDL courses will require a download of the ActivX component from within the course


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This course covers the following topics:

- 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


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

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