Customer Care: Getting It Right

An Essential Course for Anyone whose Work Involves Dealing Directly with the Public

What you'll learn
To develop an understanding of what is involved in effective customer care
To appreciate why customer care is so important
To become aware of pitfalls to avoid
To become more confident in delivering high-quality customer care
Requirements
There are no specific course requirements apart from a commitment to delivering high-quality customer care
Description
How people are treated by organisations when they first make contact can be crucial. As the saying goes, if you don't look after your customers, someone else will. Developed by highly respected author, educator and expert in communication skills, Professor Bernard Moss, this important e-learning module offers the equivalent of a full day’s continuous professional development. This is ideal training for receptionists or anyone whose role brings them into face-to-face contact with the public in private, voluntary or public sector organisations. This course provides an excellent foundation for high-quality customer care. The course is built around a set of acted-out scenes in which you get to see examples of how to provide high-quality customer care and - importantly - telling examples of how not to do it. This approach enables you to get a clear picture of what is involved in effective customer care. Participants are provided with a Module Companion E-book which can be printed out to act as a focal point for taking notes about the important insights the course provides and for completing the exercises that are an integral part of the learning. Although the course is the equivalent of a full-day's training, it does not have to be taken in one sitting. It can be followed flexibly to fit in with your busy schedule and at a pace to suit you. If your work involves you in welcoming people to your organisation - whether in a commercial or a public service setting - this course will help you to make sure you do this to the best of your ability.

Overview

Section 1: Overview

Lecture 1 Introductory video

Lecture 2 Welcome and Introduction

Lecture 3 Module companion e-book

Lecture 4 Setting the Scene

Lecture 5 Conclusion

Section 2: Lesson Two: Experiencing Customer Care

Lecture 6 Exploring Our Own Experiences of Being Customers

Lecture 7 Exploring Our Own Experiences Part Two

Lecture 8 Conclusion

Section 3: Lesson Three: Meet and Greet

Lecture 9 Meet and Greet

Lecture 10 Meet and Greet Part Two

Lecture 11 Conclusion

Section 4: Lesson Four: Equality and Diversity

Lecture 12 Equality and Diversity

Lecture 13 Conclusion

Section 5: Lesson Five: Telephone Skills

Lecture 14 Developing Your Telephone Skills

Lecture 15 Telephone Skills Part Two

Lecture 16 Telephone Skills Part Three

Lecture 17 Telephone Skills Part Four

Lecture 18 Conclusion

Section 6: Lesson Six: Hints and Tips

Lecture 19 Hints and Tips for Best Practice

Lecture 20 Hints and Tips Part Two

Lecture 21 Hints and Tips Part Three

Lecture 22 Hints and Tips Part Four

Lecture 23 Hints and Tips Part Five

Lecture 24 Conclusion

Section 7: Lesson Seven: Complaints

Lecture 25 Dealing with Complaints

Lecture 26 Dealing with Complaints Part Two

Lecture 27 Conclusion

Section 8: Lesson Eight: Conclusion

Lecture 28 Conclusion

Lecture 29 Over to you!

This module has been developed to meet the needs of people who deliver customer care as part of their everyday jobs. Dealing with the public always has its challenges, and sometimes is far from easy, as it involves working with people and being the ‘human face’ of an organisation: receptionists; frontline staff working in shops, supermarkets or hotels; in a bank, or in a call centre; or in a medical centre, hospital, social services or other public service setting. This programme has been designed with such people in mind, and will be helpful for anyone who has responsibility for dealing with the public.

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