Induction To Customer Service in Builders Merchants

Induction To Customer Service in Builders Merchants
This is a Distance Learning Programme that includes a Course book and a Task book in which learners record their answers to the set questions. The benefit of this type of learning is that it can be done at a pace and at times to suit the learner. It will explain and help understand what exactly customer care is especially as seen through the eyes of customers themselves. It will also demonstrate the importance of good, clear and honest communication between customers and those people representing the business. Finally it establishes the key skills of delivering effective customer care for the benefit of the customers and the business itself.


Course type

Distance learning books  

Learning format
Distance learning books  

Course duration
20 hours  

Further development opportunities
Excellence in Customer Service

What do you get?
Certificate of Attendance    

DESIGNED TO BE PART OF AN INDUCTION TRAINING PROCESS  

WORKBOOKS COME WITH A MARKING SCHEME FOR MANAGERS

Course overview
This is a Distance Learning Programme that includes a Course book and a Task book in which learners record their answers to the set questions. The benefit of this type of learning is that it can be done at a pace and at times to suit the learner. It will explain and help understand what exactly customer care is especially as seen through the eyes of customers themselves. It will also demonstrate the importance of good, clear and honest communication between customers and those people representing the business. Finally it establishes the key skills of delivering effective customer care for the benefit of the customers and the business itself.  

Who would benefit?
The programme is designed to be of benefit to anyone with direct contact with customers, face to face or over the telephone be they yard, counter or sales office staff.  

Objectives
  • Understand customer perceptions
  • Identify the components of excellent customer service
  • Develop service level standards
  • Understand profit and margins
  • Show the effects of discount
  • Demonstrate how to increase the value of an order.  

Course book content
There are three chapters; and each chapter has three sections. Each chapter is set out in the same way. There is a separate Task book in which you will be able to answer questions based on the contents of the Course book.
  • Customer Care
  • The customer
  • What the Customer Thinks
  • Caring for the Customer
  • Communication and Customer Care
  • Good Communication
  • Seeking Customer Feedback
  • Communication Skills
  • Delivering Quality in Customer Care
  • Meeting Customer Needs
  • Dealing with Unhappy Customers
  • Policies, Procedures and Standards  

How to register
Training for this course is booked on demand. To register your interest please contact Paige Godsell at paige.godsell@bmf.org.uk or call 02476 854980.
Where
England

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