Customer Relations Level 2

Course Code: OCN211
Award Level 2, Similar to - NVQ Level 2, GCSE (Grades A*-C)

This course is designed for people who wish to gain an understanding of principles and practice of Customer Relations. The course will help you understand the need for customer care skills and identify weaknesses in your firm`s current approaches to customer relations. You will then move on to learn how to deal effectively with anger, aggression and customer complaints followed by understanding the importance of safety and security. Finally you will learn how to deal with visitors and guests in the best possible way and develop fantastic customer care skills on the telephone and in person. You don’t need to know anything about the subject before you start, but by the end of the course you will know enough to think like a professional!

Course Content

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
Do`s 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

Course Duration

Students may register at any time and have a full year to complete their studies.

Assessments

The course will take the form of a series of written assignments which are submitted and marked by your tutor. There is no external examination.

Study Method

The course is designed for study by distance learning at home or at work. Students receive a course manual, assignments and study guide plus tutor support by mail or email. You can start at any time and plan your studies over a period of up to one year from the time of registration.

Qualifications

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.

You can read more about NCFE and our awarding bodies here: Awards