Course Overview
The course in Customer Relations has been designed for people seeking to understand and apply good practice in promoting effective customer relations. The course will provide the student with the key skills required for regular dealings with customers both over the phone and face to face.

Course Content
   Communication
   Importance of excellent service
   What is excellent service?
   Handling problems and complaints
   Controlling anger
   Why do we need customer care
   Who is responsible for supplying customer care
   Why its our responsibility to do something about it
   How do we achieve our customer service goal
   Customer focus
   Customer care skills
   Handling complaints
   Telephone skills
   Telephones – problems and opportunities
   Telephone skills
   Dos and Don'ts on the telephone
   Communicating on the telephone
   Being a ambassador