Customer Care Training

A one-day in-company training programme

1 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. Please call 01608 644144 for details.

 

• 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