Study Guide

Module A

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 B

Customer care on the telephone.

Telephones, problems and opportunities.

Communicating on the telephone.

Telephone skills.

Telephone reception skills.

Do's and don'ts on the telephone.

Handling problems and objections.

Controlling anger.

Dealing with criticism.

Handling complaints

Module C

Reception Skills - The role of the receptionist.

Being an ambassador.

Receiving visitors and guests.

Administration in reception.

Security and safety.

Telephone skills.