The aims of this course are to enable people who use the telephone in business situations to improve their skills and deliver better customer care through telephone contact. At the end of this course delegates will be able to:- improve customer self esteem describe and use techniques for good telephone communication employ good practice in complaint handling and problem solving handle criticism constructively and control anger promote improved customer relations
Entry Requirements
There is no experience or previous qualifications required for enrolment on this course. It is available to all students, of all academic backgrounds.
Course Syllabus
Introduction Telephones - problems and opportunities Communicating on the telephone Telephone skills Reception Skills Do's and Don'ts on the telephone Handling problems and objections Controlling anger Dealing with criticism Handling complaints
Tutor Support
With this course you will have unlimited access to your own personal tutor who specialises in their field of study. It is your personal tutor's role to ensure that you receive constructive feedback and to deal with any queries you may have. You are more than welcome to telephone, fax or email your personal tutor. You will also have access to a dedicated and friendly team of administrators and course advisors who offer sound and professional guidance and advice when you need it. This ensures that you will never feel neglected and that you will always succeed!
Study Hours
This is only an approximate figure and is dependant upon how much time you can dedicate to your studies and how well you grasp the learning concepts in the course material. Furthermore, at the end of each lesson there is a question paper that needs to be completed and returned to your tutor. You should allow at least 1 - 2 hours of study to complete each question paper. The approximate amount of time required to complete the course is: 20 hrs.
Qualifications
On completion of your course, you will receive two qualifications: Qualification 1: Customer Service on The Telephone (Skills Course) Certificate Customer Service on The Telephone (Skills Course) Certificate issued by Stonebridge Associated Colleges, entitling you to use the letters SAC Cert after your name. Qualification 2: Level 1 Customer Service on The Telephone (Skills Course) Award This Course leads to an NCFE Level 1 Award Certificate for successful learners. That means that it is independantly accredited at a level of learning equivalent to level 1 on the National Qualifications Framework (NQF) for England, Wales and Northern Ireland (in which case GCSE's are at levels 1 and 2 and A Levels are at level 3). In accrediting the programme at level 1, NCFE attests that its learning outcomes are at an equivalent level to a level 1 national qualification. This award has been designed by Stonebridge Associated Colleges to meet specific learners' or employers' requirements. Accreditation by NCFE is a guarantee of quality. It means that this learning programme has been scrutinised and approved by an independent panel of experienced educational professionals and is quality audited biannually by NCFE.
Additional Information
Assessment Method After each lesson there will be a question paper, which needs to be completed and submitted to your personal tutor for marking. This method of continual assessment ensures that your personal tutor can consistently monitor your progress and provide you with assistance throughout the duration of the course. What's Included - All study materials
- Study Guide
- Full Tutor and Admin support
What is NCFE NCFE is the UK's longest established awarding body, recognised as a highly professional and responsive organisation, committed to maintaining excellent customer service and a friendly approach. This course is accredited by ASET and comprises one module of the Certificate in Business Skills award. Are there any additional costs? The only additional costs on top of your course fees is £9.99 postage. How do I pay for my course? Debit/Credit card call 0800 0025451 Fast & Secure Google Checkout Paypal Cheque or Bank Transfer
Still unsure...? Contact our Live Support on the Homepage Call Free on 0800 0025451 Email info@firstchoicelearningcollege.co.uk .......where we will be happy to resolve your enquiry promptly
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