Approaching New Customers

This  module explores the interaction between the organisation and its customers.  We will look at the importance of knowing your product, building a rapport  and understanding the customer’s needs. You must gather information, present  solutions, handle objections and gain commitment to make the sale.

Maintaining Existing Customers

This  module explores ‘moments of magic’ and how these ‘moments’ can generate  return business. This involves providing great customer service and exceeding  customer expectations. We will look at communication between the customer and  the organisation and the importance of a customer care strategy.

Know Your Customer

This  module explores the different types of customer and the importance of meeting  the customer’s needs, both stated and un-stated. We will look at ways in  which you can get to know your potential customers and how you can inform  them of your organisations products and services. The more information you  know about your customers, the more able you’ll be to meet their needs and  deliver a positive experience.

Handling Complaints

This  course explores complaints and how they can help an organisation to improve  and exceed customer expectations. We will look at types of complaints, how to  deal with them and steps that can be taken to resolve them.

Email Etiquette

This  module explores sending and replying to emails. We will break down the  technical terms and explain the different functions associated with emailing.  We will provide you with some useful hints and tips for writing business  emails.

Telephone Manner

This  module explores using the telephone in the workplace and how to answer and  make calls professionally. You won’t always have the knowledge or information  to be able to help a caller with their enquiry and so this module gives  advice on how to deal with such instances, from transferring calls and taking  messages to putting the customer on hold. You only get one chance to make a  first impression, this module will help you to make it a good one.

Understanding Brand & Reputation

Brand  and reputation are vitally important to the success of an organisation. This  module explores the way in which brands are perceived and the benefits of  generating a positive public perception. We will examine the CORR model which  links experiences, feelings and behaviours and finally look at the impact of  staff attitudes on the reputation of an organisation

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Available with certificated CPD hours

This course is available with optional certificated Continuing Professional Development (CPD) hours from the Open College Network.

What are CPD Hours?

Undertaking Continuing Professional Development helps ensure that both academic and practical qualifications do not become out-dated or obsolete.  Obtaining certificated CPD hours means learners can demonstrate a commitment to ‘up skill’ or ‘re-skill’ themselves, regardless of occupation, age or educational level.