FETAC Level 5 Customer Care

DURATION: 2 Days

ACCREDITATION: FETAC Level 5

DATES: Click to see our open course schedule for next available dates

ABOUT THIS COURSE:

This two-day course is aimed Sales Support, Administration & Customer Care staff who interact by phone or in person with new or existing customers on a regular basis. During the course we will cover the main disciplines of professional customer care.

This course will provide front-line staff with "Best Practice" customer care skills. Learners will cultivate key customer care skills that will enhance their chances of meeting their customer's needs.

On completion the delegates will be able to:

• Understand the role of customer care in organisational effectiveness
• Understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
• Acquire a range of verbal and non-verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care.
• Become familiar with consumer protection legislation
• Appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.

During the programme the delegate is actively encouraged by the facilitator to get involved in debate and discussion on any of the above modules. The style of all our programmes is interactive and challenging, we try to present all topics in a realistic and practical style this in turn motivates the delegate to turn the course material into practical reality back on the job.

COURSE CONTENT:

Unit 1 - Customer Focus

Unit 2 - Customer Contact Skills

Unit 3 - Quality Service, Policy and Practice

Unit 4 - Dealing with Difference

Unit 5 - Consumer Legislation

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