Customer Relations

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Customer Relations

The relevance of customer relations in any transaction be it the transfer of a good or the delivery of a service, can never be emphasized enough. This programme will focus on the importance of having customer care programmes as one of the necessary requirements for total customer satisfaction. Training and good job performance indicators will be dealt with throughout the programme sessions.

This course is targeted for:


  • People working in one way or the other within areas which have to do with customer service and customer relations, in all of its varied aspects
  • Customer Care Managers, Officers responsible for setting up and maintaining Customer Relations Office, Receptionists and Customer Care Officers
  • People who are looking forward to take on a job in the area of customer relations and care.

This is a 40 hr guided learning course.  Students need to invest further hours which will include private study and home assignments.

Lessons are held as indicated on the prospectus and website.

Learning Outcome 1: Explain the principles of customer relations and their application

Unit Content


  • The importance of customer care for all industries and sectors
  • Who are your Customers and what are their Expectations?
  • Customer care defined. Assessing your business customer care standards
  • Customer retention
  • Giving a solution to Customer’s problems. The Emotional Factor.
  • Correlation between Customer Care and Profit.
  • Introduction to Communication.
  • Why you must Care about Customer Care

Learning Outcome 2: Deal with clients in conflict situation

Unit Content


  • Mission statements. How are they designed, applied and implemented for the benefit of the Customer?
  • Departmental, Corporate, industry, market customer care standards.
  • Barriers and hindrances to customer care.
  • Job Satisfaction, commitment and accountability…. teamwork
  • Customer Care Skills

Learning Outcome3: Employ the appropriate mechanisms to handle complaints efficiently

Unit Content


  • Approaching customers. Appearance and Body Language
  • Handling Complaints
  • Introduction to Customer Service on the Phone
  • Controlling Anger through motivation.
  • Dealing with Criticism

Learning Outcome 4: Participate actively in creating the right customer friendly environment in the service industry

Unit Content


  • Introduction to Reception Skills
  • The different set ups; Commercial and not for profit set ups.
  • Security. Know your limits.
  • Administration in reception
  • Culture and its implication on Customer Care.

The following are the suggested pre-requisites and/or entry requirements needed:

Pre-requisites:


  • Access to the course is open to all those wishing to be effective within the area of customer (internal and external) relations

Entry requirements:


  • Participants are expected to have a working knowledge of English

Course participants may be awarded either an MCAST Certificate of Attendance or an MCAST Certificate of Achievement.

MCAST Certificate of Attendance


  • An MCAST Certificate of Attendance will be awarded to those candidates who attend at least 80% of the lessons.

MCAST Certificate of Achievement


  • An MCAST Certificate of Achievement will be awarded to those candidates who satisfy the 80% attendance criteria AND ALSO choose to sit and pass the course assessment/s.
  • Students who opt not to sit for the assessment/s or fail (the assessment/s) will however be awarded an MCAST Certificate of Attendance provided that they fulfill the minimum attendance criteria as stated above.

If the student intends to obtain a Certificate of Achievement, she/he is required to sit for an assessment/s.  Assessment/s may take various forms such as a home assignment, class assignment, practical test and time constrained test.  However, the assessment/s is not compulsory and an applicant may choose not to sit for it.

There are no additional costs or special materials/equipment to bring.

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