Customer Care: Getting it Right

Customer Care: Getting it Right, available at $59.99, has an average rating of 4.4, with 29 lectures, 1 quizzes, based on 27 reviews, and has 139 subscribers.

You will learn about 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 This course is ideal for individuals who are 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. It is particularly useful for 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.

Enroll now: Customer Care: Getting it Right

Summary

Title: Customer Care: Getting it Right

Price: $59.99

Average Rating: 4.4

Number of Lectures: 29

Number of Quizzes: 1

Number of Published Lectures: 29

Number of Published Quizzes: 1

Number of Curriculum Items: 30

Number of Published Curriculum Objects: 30

Original Price: £22.99

Quality Status: approved

Status: Live

What You Will 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

Who Should Attend

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.

Target Audiences

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.

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.

Course Curriculum

Chapter 1: Overview

Lecture 1: Introductory video

Lecture 2: Welcome and Introduction

Lecture 3: Module companion e-book

Chapter 2: Lesson One: Setting the Scene

Lecture 1: Setting the Scene

Lecture 2: Conclusion to Lesson One

Chapter 3: Lesson Two: Experiencing Customer Care

Lecture 1: Exploring Our Own Experiences of Being Customers Part One

Lecture 2: Exploring Our Own Experiences Part Two

Lecture 3: Conclusion to Lesson Two

Chapter 4: Lesson Three: Meet and Greet

Lecture 1: Meet and Greet Part One

Lecture 2: Meet and Greet Part Two

Lecture 3: Conclusion to Lesson Three

Chapter 5: Lesson Four: Equality and Diversity

Lecture 1: Equality and Diversity

Lecture 2: Conclusion to Lesson Four

Chapter 6: Lesson Five: Telephone Skills

Lecture 1: Telephone Skills Part One

Lecture 2: Telephone Skills Part Two

Lecture 3: Telephone Skills Part Three

Lecture 4: Telephone Skills Part Four

Lecture 5: Conclusion to Lesson Five

Chapter 7: Lesson Six: Hints and Tips

Lecture 1: Hints and Tips Part One

Lecture 2: Hints and Tips Part Two

Lecture 3: Hints and Tips Part Three

Lecture 4: Hints and Tips Part Four

Lecture 5: Hints and Tips Part Five

Lecture 6: Conclusion to Lesson Six

Chapter 8: Lesson Seven: Complaints

Lecture 1: Dealing with Complaints

Lecture 2: Dealing with Complaints Part Two

Lecture 3: Conclusion to Lesson Seven

Chapter 9: Lesson Eight: Conclusion

Lecture 1: Conclusion

Lecture 2: Over to you!

Instructors

Bernard Moss
Author, educator and expert in communication skills
Dr Neil Thompson
Avenue Media Solutions

Rating Distribution

1 stars: 1 votes
2 stars: 0 votes
3 stars: 3 votes
4 stars: 9 votes
5 stars: 14 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!

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