6 months program with internship in Malta
English for Customer Care has been developed for learners working in customer service who need a good level of English. This course will offer practice with expressions, vocabulary and communication strategies related to the effective use of English in the customer care context.
Six units included: Introduction to customer care, face to face with customers, dealing with customers on the phone, call centre success, delivering customer care through writing, and dealing with problems and complaints.
Table of contents:
* Introduction to customer care (Customer care success. Customer care businesses and jobs. Surprising facts about customer care)
* Face to face with customers (Body language. A company visit. Meeting do’s and don’ts. At a trade fair. The invisible customer)
* Dealing with customers on the phone (General telephoning. The ‘customer care’ phone call. What the customers really hear)
* Call centre success (Taking an order. Hotlines and troubleshooting. Customer-centred call centres)
* Delivering customer care through writing (Effective letters and emails. Formal and informal writing styles. The five Cs of customer care writing. A case study)
* Dealing with problems and complaints (Complaint strategies and policies. The letter of apology. Explaining company policy. Some opinions about complaints and apologies).
Customer Service skills are in demand & can help you find work in almost any industry or job role. If you have no previous experience but are looking to develop your skills to work in the customer service industry. This qualification is suitable for anyone from 16 years old or over.This qualification could lead to jobs such as:Customer service employee Telephone call centre operator Retail or leisure centre customer contact.
If you work as a freelancer or contractor, customer service skills can help you build up business through satisfied customers. The Principles of Customer Service. There are six learning outcomes and at the end of this unit you will be able to: Describe how to deliver good customer service to different types of customers Describe organizational customer service policies and procedures Explain the benefits to an organization of having a good reputation Describe the qualities and attributes required in the customer service role Explain the importance of responding effectively to customers’ needs, expectations and complaints Explain the importance of different methods of communication used to deal with different types of customers. The Principles of Customer Service. There are seven learning outcomes and at the end of this unit you will be able to: Explain the key features of a service offer and its effects on customer expectations Describe how to deliver reliable customer service Explain how to deal with different customer behaviors to ensure customer satisfaction Describe how customer service can be developed and improved Explain how promotion of products and services can benefit the customer and the organization. Explain the benefits of team-working in delivering good customer service Describe how to develop the customer service skills of self and others
- March 2021
- October 2021
NON EU MEMBERS
Application fee + Invitation Letter +Course Program + Internship + Accommodation + Insurance
500€ Application fee
9000€ Course Fee