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Award in Becoming a Person of Excellence in Customer Care

Course will commence once the minimum capacity is reached

Educator: Directorate for Lifelong Learning
Course Offer: Self-Paced Course 
Course Duration: 100 Hours (completion by 31/05/2024)
Certification: Certificate MQF Level 2 (4 ECTS)
Prerequisites: Internet connection and a device, basic digital skills
Price: Euro 34.94

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Course Description

This course is suitable for learners who wish to engage in customer care. It is suitable for all individuals who are seeking work in customer care or wish to be able to develop further knowledge on how to be the person of excellent customer service within their capabilities.

 

The course consists of 4 modules and deal with hands-on practices focussing on customer care and how to provide customer service excellence.

 

Each session comes with additional resources and material to give learners the opportunity to practise more. The content is varied and relevant, and it is structured into manageable steps. A number of different tasks are assigned with every unit for learners to test their skills and identify their weaknesses.

 

Learners who are resourceful and enjoy working independently will greatly benefit from this course. The Virtual Learning Environment will also help connect learners and allow them to interact online.

The self-paced course will commence from October 2023 onwards and once the required number of learners have enrolled. It offers 100 hours of self-paced learning, including instructional materials, online resources, lesson explanations, discussion forums, assignments, and recommended readings. Registration is open until 15 March 2024. Upon reaching the minimum number of participants, you will be notified. You will have until 31 May 2024 to complete the course at your own pace regardless of the commencement date.

Course Outline:

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.