Customer Care: Getting it Right
What you'll learn
- To develop an understanding of what is involved in effective customer care
- To appreciate why customer care is so important
- To become aware of pitfalls to avoid
- To become more confident in delivering high-quality customer care
- There are no specific course requirements apart from a commitment to delivering high-quality customer care
How people are treated by organisations when they first make contact can be crucial. As the saying goes, if you don't look after your customers, someone else will. Developed by highly respected author, educator and expert in communication skills, Professor Bernard Moss, this important e-learning module offers the equivalent of a full day’s continuous professional development. This is ideal training for receptionists or anyone whose role brings them into face-to-face contact with the public in private, voluntary or public sector organisations. This course provides an excellent foundation for high-quality customer care.
The course is built around a set of acted-out scenes in which you get to see examples of how to provide high-quality customer care and - importantly - telling examples of how not to do it. This approach enables you to get a clear picture of what is involved in effective customer care.
Participants are provided with a Module Companion E-book which can be printed out to act as a focal point for taking notes about the important insights the course provides and for completing the exercises that are an integral part of the learning.
Although the course is the equivalent of a full-day's training, it does not have to be taken in one sitting. It can be followed flexibly to fit in with your busy schedule and at a pace to suit you.
If your work involves you in welcoming people to your organisation - whether in a commercial or a public service setting - this course will help you to make sure you do this to the best of your ability.
Who this course is for:
- This module has been developed to meet the needs of people who deliver customer care as part of their everyday jobs. Dealing with the public always has its challenges, and sometimes is far from easy, as it involves working with people and being the ‘human face’ of an organisation: receptionists; frontline staff working in shops, supermarkets or hotels; in a bank, or in a call centre; or in a medical centre, hospital, social services or other public service setting. This programme has been designed with such people in mind, and will be helpful for anyone who has responsibility for dealing with the public.
Professor Bernard Moss leads the presenting team for his Customer Care course, all of whom have considerable experience as trained simulated patients working in the NHS, helping medical students, doctors at various stages of their training, registrars, and consultants to develop their communication skills. The team also works with social work students, and a range of health professionals, to help them understand the importance of good communication skills when dealing with their clients, service users or patients, all of whom are, after all, members of the public.
Bernard’s book, Communication Skills in Health and Social Care,published in a second edition in 2012 by Sage, has been widely acclaimed.
Dr Neil Thompson is a highly experienced tutor and trainer. He is highly respected for his ability to explain complex ideas clearly and effectively. His gentle voice and unhurried approach are widely appreciated by online learners as will as attendees at his conferences and workshops.
He is an independent writer, educator and adviser based in Wales. He is also a visiting professor at the Open University in the UK.. He is a well-published author with over 200 publications to his name, including over 40 books, several of which are bestsellers. He has been a speaker at conferences in the UK, Ireland, Italy, Spain, Norway, the Netherlands, Greece, the Czech Republic, Turkey, Hong Kong, India, the United States, Canada and Australia.
He is a Fellow of the Chartered Institute of Personnel and Development, the Higher Education Academy and the Royal Society of Arts, and a member of the International Work Group on Death, Dying and Bereavement. He was formerly the editor of the US-based international journal, Illness, Crisis & Loss and now edits the free e-zine, THE humansolutions BULLETIN. His main interests are in the field of well-being: equality and diversity; conflict management; stress; loss, grief and trauma; and reflective practice. He is a sought-after conference speaker, consultant and facilitator.
He also works with Vigoroom UK, a sophisticated employee wellness platform geared towards promoting healthier, happier and more productive workplaces.