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Customer Care Getting It Right
Last updated 11/2020
MP4 | Video: h264, 1280x720 | Audio: AAC, 44.1 KHz
Language: English | Size: 879.11 MB | Duration: 2h 14m
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.
Homepage
https://www.udemy.com/course/customer-care-getting-it-right/
https://rapidgator.net/file/ff660314639d9d0ae150cb0a9e233921/hzgys.Customer.Care.Getting.It.Right.rar.html
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