CCP Paper 2 Communication and Customer Relations

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About Course

UNIT DESCRIPTION

This paper is intended to equip the candidate with knowledge, skills and attitudes that will enable him/her to apply business communication, customer relations and personal skills required in the credit management field/profession.

 

LEARNING OUTCOMES

A candidate who passes this paper should be able to:

  • Communicate effectively using a wide range of media in service delivery
  • Apply personal skills to building customer relationships and negotiate effectively
  • Prepare and conduct physical and online meetings
  • Demonstrate ability to effectively work with teams
  • Maintain customer relations through technology
  • Uphold professional standards, ethics and values that credit staff need to exhibit within workplace

What Will You Learn?

  • This paper is intended to equip the candidate with knowledge, skills and attitudes that will enable him/her to apply business communication, customer relations and personal skills required in the credit management field/profession.

Course Content

1. Introduction to communication

  • part 1
    00:00
  • part 2
    00:00

2. Written communication and visual communication

3. Oral communication

4. Non-verbal communication

5. Meetings

6. Groups and teams’ dynamics

7. Decision making and problem solving

8. Negotiation in customer relations

9. Customers’ feedback

10. Customer relations

11. Customer care through technology

12. Ethics in customer relations

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