Becoming a Person of Excellence in Customer Care MQF 2

Entry Requirements

No specific entry requirements and no previous experience in the field are needed for this level

Duration

100 hours

Learning outcomes

Module 1 – Providing A+ Customer Care

Anyone who faces customers on a regular basis knows that it can be easy to fall into a routine and start forgetting how best to communicate. Customer facing jobs keep employees busy and sometimes taking an additional minute to clarify or go the extra mile may seem like an extra task.

Module 2 – Front Office Skills

Learners will be able to understand how to face customers at an office, speaking to them on the phone or communicating via email. This course will help learners get a better idea of what customer expectations are when reaching out, in line with secretarial work.

Module 3 – The Customer Experience

Anyone who faces customers on a regular basis knows that it can be common to face difficult and angry customers. Customer facing jobs keep employees busy and sometimes are not fully aware that their customers are feeling misunderstood or dissatisfied by the service given. Learners will learn how to become a bit more empathic towards the situation and know how to deal with such customers to avoid any misunderstandings and bad customer relationships.

Module 4 – Communication Methods for Customer Care

Telephone skills are important because in a fast-paced world, customers want to have information as quickly and efficiently as possible. Learners will be exposed to sufficient telephone techniques, how to deal with customers over the phone, understand their expectations and provide the best outcome of the telephone call. There is a huge difference in the grammar, vocabulary and tone of voice used when writing an email to a friend, and when writing an email to a client, a superior or even a supplier. Throughout this course, learners will focus on the do’s and don’ts of email writing, on how to make emails clear and also on how to say more by saying less

Delivery method

Online