First impressions are not just important; they can be crucial. This is one of the many reasons why getting it right when it comes to customer care is so important. Whether in a commercial environment or a public service, how people are treated when they come to an organisation will determine to a large extent how effectively the organisation concerned meets its objectives. Satisfied customers (patients, clients, service users, students) are one of the foundations of organisational success. Any organisation will struggle to achieve what it sets out to do if it is not capable of getting it right in terms of how employees (receptionists and other frontline staff) relate to the people who come to them wanting their needs met, their problems solved or their queries answered.
This e-learning module contains over an hour of video materials (featuring acted out true-to-life scenes) interwoven with text-based materials and exercises. Developed by highly respected author and tutor, Professor Bernard Moss, the programme is divided into eight main sections:
- Our own experiences of customer care
- Meet and greet
- Equality and diversity
- Telephone skills
- Hints and tips for best practice
- Dealing with complaints
High-quality customer care must never be an optional extra for organisations serving the public in some way. Providing training for frontline staff is therefore essential. This e-learning module provides an ideal way for frontline staff to develop their awareness of the key issues they need to understand to be able to deliver the best-quality customer care.
Equivalent to a full-day’s continuous professional development, this course has been designed to be used flexibly and does not need to be completed in one sitting. It is accompanied by a module companion e-book which can be printed out for taking notes, completing course exercises and having a record of your learning.
10% discount for 10 to 49 users purchased. 25% discount for over 50 users purchased.