Customer Care

Who is this course for?

Every person in your organisation could benefit from this course: this course is designed for all who communicate with customers and colleagues, either on a face-to-face basis, or on the telephone.

You may also wish to consider one of our emotional intelligence courses UK.

Objectives

Develop a ‘customer-led’ approach to business by improving customer satisfaction, improving staff’s attitudes and developing their technique in handling customer complaints positively and assertively. Learn how to project the right impression and enhance the
organisation’s reputation.

The Successful Customer-Led Company

A culture of care - the policies, methodology and results achieved by organisations that have adopted this specific ‘culture’

Working Cohesively

Changing attitudes
Encouraging teamwork
‘Ownership’ of difficulties.

Your Obligation to the Customer

Striving for complete customer satisfaction
problem solving – root cause analysis
how to implement the plan

Communication

Telephone voice and manner
how to deal with enquiries
how to avoid problems and ensure customer satisfaction
how to ensure that the relationship with the customer is positive

How to Project the Right Image

How to instigate and maintain a professional customer-led image
The first impression
Appearance, attitude and approach
The need to establish rapport
The importance of listening and two way communication
Enhancing the reputation of the organisation

Dealing with Challenging Customers

Dealing with complaints effectively
taking responsibility for the customer
complaints received by telephone

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

• Bloomsbury
• Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

• Hot beverages
• Clean, filtered water
• Biscuits

Virtual training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.