Customer Care Training

A one-day in-company training programme1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.
Course Overview:
Good customer service is essential for business success. This one day workshop provides a structured review of customer care principles and as such is the ideal refresher for all staff who interact with customers.

Programme Contents

Why is customer service important?
Customer care standards
Understanding the needs of customers
The difference is YOU!
Communicating with customers
- The art of using conversational questions to gather information
- Active listening skills
- Sounding confident and caring
Telephone communication
- Creating the right image
- Caring for customers on the 'phone
Written communication
- Review of good business writing principles
- email etiquette
Awkward Customers
- Behaviours that cause difficulty
- Controlling reaction
- Responding assertively
- Handling complaints
Self assessment
Action plans