The key for businesses in service industries wishing to ensure repeat custom, consumer loyalty and profitable, long term business survival, is to provide a level of service that is tailored to their customers. Therefore, it is important that you are clear on who your customers are and that you are an expert on the product you sell.
Components in this Module
1 - What is Communication?
- What is Communication?
- Misinterpreted Communication
- Communication Video
- Who do you Communicate With?
- Customer Profiling
- Customer Classification
- Internal Customers
- Methods of Communication
- Choosing the Right Channel
- Various communication methods.
- Communication Challenge
- Verbal Communication
- Selling Techniques
- Checkpoint 1
- Written Communication
- Office Documents
- Spot the Mistakes Challenge
- Email Messages
- Email Challenge
- Body Language Aspects
- Body Language Video
- Barriers to Communication
- Checkpoint 2
- Overcoming Communication Barriers
- Effective Questioning
- Questioning Techniques Videos
- Active Listening
- Active Listening Example
- Our Communication Recipients
- Checkpoint 3
- Cultural Influences on Communication
- Official Communication Protocols
2 - Organisational Standards
- Ethical Behaviour
- Policies and Procedures
- Checkpoint 4
- Personal Presentation
- Personal Presentation Examples
- Appropriate Clothing Challenge
3 - Providing Service to Customers
- Providing Service to Customers
- Greeting Customers Videos
- Checkpoint 5
- Serving Customers with Special Needs
- Customers with a Disability
- Customers with Other Special Needs
- Culturally Diverse Visitors Challenge
- Establishing Rapport
- Checkpoint 6
4 - Responding to Customer Complaints
- Responding to Customer Complaints
- Problem Resolution
- Apology Techniques
5 - Providing Feedback on Customer Service
- Providing Feedback on Customer Service
- Checkpoint 7
No previous knowledge or experience is required.
The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.
How does it work?
Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.
How do I pay?
Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.
Who should do this course?
These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.
How will I be assessed?
Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.
Will I receive a certificate?
These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.
Steps to proceed with enrolling in a Course
Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.