Customer Service on The Telephone (Skills Course)
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The aims of this course are to enable people who use the telephone in business situations to improve their skills and deliver better customer care through telephone contact.
At the end of this course delegates will be able to:-
improve customer self esteem
describe and use techniques for good telephone communication
employ good practice in complaint handling and problem solving
handle criticism constructively and control anger
promote improved customer relations
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Further Details
Introduction
Telephones - problems and opportunities
Communicating on the telephone
Telephone skills
Reception Skills
Do's and Don'ts on the telephone
Handling problems and objections
Controlling anger
Dealing with criticism
Handling complaints
Qualifications
On completion of your course, you will receive two qualifications:
Qualification 1: Customer Service on The Telephone (Skills Course) Certificate
Customer Service on The Telephone (Skills Course) Certificate issued by Stonebridge Associated Colleges, entitling you to use the letters SAC Cert after your name.
Qualification 2: Level 1 Customer Service on The Telephone (Skills Course) Award
At the end of this course successful learners will also receive a level 1 NCFE Award certificate of achievement. That means that it is independently accredited at a level of learning equivalent to level 1 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland (in which case GCSE's are at levels 1 and 2 and A Levels are at level 3).
This award has been designed by Stonebridge Associated Colleges to meet specific learners' or employers' requirements. Accreditation by NCFE is a guarantee of quality. It means that this learning programme has been scrutinised and approved by an independent panel of experienced educational professionals and is quality audited biannually by NCFE.
Study Options
This course is an online course. With online study you have access to your entire course from the start of your studies. You can access your course materials, and submit all of your question papers to your personal tutor, online from anywhere in the World using your unique student account.
If you do not have Internet access, or would prefer to study this course via the traditional paper/postal based study method, you can find more information on the course by clicking on the link below.
Fees
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
