Customer Care

Overall aim of the course:

To provide staff, team leaders & junior managers with the knowledge and understanding of the importance for adopting effective customer care in an organisation, and the knowledge to assess service levels in their own department.iStock_000020399210Medium

Delegates attending this will be able to:

  • Know how to identify customers needs and what is important to them
  • Understand their own role in providing customer service
  • Deal with different and difficult situations
  • Use communication skills to help build and prove relationships

Course content:

  • What is customer care?
  • Why is customer care important?
    • Who are your customers?
    • What do they expect from your organisation?
    • What do they expect from you?
  • How can you provide better customer care?
  • Understanding difference between features and benefits
  • Communication skills
    • Listening skills
    • Telephone techniques
  • Handling complaints
    • Handling difficult situations
  • Managing stress
  • Managing customer service

Duration:

2 days

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If you believe your organisation needs help fulfilling its potential then I urge you to contact us for an initial FREE consultation, where I hope you will find our approach is refreshing and practical.

— Tim Stimpson