Spearhead Training > In-company Business > Customer Care Training

Customer Care Training
A one-day in-company training programme

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.

This training course is available as an in-company option only. We can also tailor this course or create a bespoke training course for you.

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?
Instant role play?
Self assessment?
Action plans?

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Testimonials

'I have highly recommended your course to our H.R. people'
M.M. - Jan 2007
Glidevale Ltd.