Course Title: Customer Care
Course Available: September 2012
Exam Number: CRM101-3-3


Customer care is at the heart of all successful companies. It is the single most important factor that influences people in their choice between one company and another. Customer care has also been identified as an area in which where there are large skills gaps. Customer has also been identified as an area in which where there are large skills gaps. This course will be useful to any participants working or considering working in business and service settings, such as retail, hospitality, leisure and beauty. It will help learners to acquire knowledge, skills and understanding of these work environments.


Customer care is everybody’s job, because every individual and team within an organisation contributes to the products, services or general impression that customers, clients and visitors take away with them. This course identifies the key ingredients of customer care and how learners can make an important contribution to the success of their company and enhance their career through a professional approach to customers.

Topics Include:

1-Describe the principles of customer care

The first step is an understanding of customer care from personal and multi-stakeholder perspective. Customer care may mean different things to different stakeholders – you, the organisation and internal and external stakeholders. These perspectives will help learner identify the key principles in delivering excellent customer care.

2-Understanding the environments of customer care

Customer care is delivered in different settings, which may impact on the ability to deliver quality customer care. An exploration of the environments of care and the impact of tangible and intangible factors will help learners modify theoretical approaches to the context of their work environment. Identify different types of customers and how their needs can vary. An understanding of the different types of customers (first purchase, repeat and complaints) and their varying needs, will allow learners to reflect on styles and approaches to customer care. Additionally the concept of internal customers and dependencies in delivering customer care will be explored as a synergistic view.

3-Describe the elements of the communication process

Understanding verbal and non-verbal communication, methods of communication and barriers to effective communication are essential factors in delivering customer care. Customer care is dependant not only on the theoretical perspective but the ability to apply communication skills in the workplace to both external and internal customers.

Speaker: Alan Taylor
Content: Video, Notes, Articles, and Assignments
Duration: 45 hours
Level: 3
Credit: 3