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Customer Care
Customer CareFace to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.
From £760 List price £965
- 2 days Instructor-led workshop
- Courses never cancelled
- Restaurant lunch
Syllabus
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.
Course Syllabus
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
Prices & Dates
Upcoming training events for this course:
| Course | Dates | Times | Venue | Price (excl. VAT) |
|---|---|---|---|---|
| Customer Care | 27 Mar 2025 | 9:30 - 16:30 | Online | 800 |
| Customer Care | 10 Apr 2025 | 9:30 - 16:30 | Bloomsbury training venue | 800 |
| Customer Care | 24 Apr 2025 | 9:30 - 16:30 | Online | 797 |
| Customer Care | 8 May 2025 | 9:30 - 16:30 | Bloomsbury training venue | 783 |
| Customer Care | 27 May 2025 | 9:30 - 16:30 | Online | 763 |
What you get
"What do I get on the day?"
Arguably, the most experienced and highest motivated trainers.
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
Online 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.
Training formats & Services
Training Formats & Services
|
Buy now Public schedule Live
Get On-site/Closed quote
Sales & Customer Service Training range
- All courses
- Professional & Management training
- Sales & Customer Service Training
- Customer Service Excellence
- Excellent Account Management
- Fundamentals of Selling
- Introduction to Successful Selling
- Selling Skills (2 days)
- Customer Relationship Management
- Customer Care
- Sales Effectiveness
- Introduction to Sales Negotiation
- Advanced Sales Negotiation
- Advanced Successful Selling
- The Business of Hospitality
- Intuitive Sales Skills
- Closing the Sale
- Influence and Persuasion Skills
- Dealing with Complaints and Aggression
- Customer Care for the Receptionist
- Maximising Sales on the Phone
- Writing Sales Proposals
- Introduction to Marketing
- Communication Skills for High Pressure Teams
- Managing Customer Care
- Powerful Sales Presentations
- Customer Complaint Handling
- Professional Receptionist
- Successful Sales Closing
- Profitable Sales through Effective Planning & Prioritisation
- Sales Training for Non-Sales Professionals
- Key Account Development
- Delivering Customer Satisfaction Assertively
- Effective Writing for Sales and Marketing Collateral
- Unlocking Business Potential with Customer Profiling
- Sales Leadership Training: Empower Your Sales Team for Success
- Boosting Sales Through Time Management Skills
- Mastering Customer Interactions: Excellence in Email and Telephone Communication
- Mastering the Art of Closing Incoming Calls
- Profit-Driven Sales & Cash Flow Strategies
- Sales & Customer Service Training
- Professional & Management training
- ILM Endorsed Courses
ILM Endorsed Courses
Excellent
Royal College of Physicians
HR & Learning
Magda M
Customer Service Excellence
STL is a company we value for their knowledgeable and skilled trainers as well as the breath of solutions offered and willingness to support our business in the best possible way whilst achieving great value for money but without compromising on quality.
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Training manual sample
Below are some extracts from our Customer Care manual.
Things to remember when dealing with customer
interactions successfully:
1)
Understand the Customers needs and wants.
These will differ depending on the
scenario;
·
The Angry Customer
·
Customer with Unrealistic Demands
·
Confused Customer
·
Complaint About Service Quality
Later on in the course, we will do
exercises to practise our skills at dealing with each scenario.
2)
Maintain a Positive Attitude
·
Stay Calm. Keep your emotions in check, even if
the customer is upset. Take deep breaths and remain composed.
·
Empathy. Show understanding and concern for the
customer’s issue and understand their journey.
You do not have to agree, but you can understand that they are upset and
how they came to be so. Empathy helps in building a connection for moving
forward and diffusing anger.
·
Patience. Be patient and give the customer time
to express their concerns. Use Active
Listening to avoid interrupting. Work to
the customers timescale, as they may need time to process information or
processes.
3)
Use Active Listening
·
Pay close attention to what the customer is
saying. Avoid distractions and concentrate on their words to fully understand
the deeper meaning of what is being said.
·
Show that you are genuinely listening by using non-verbal
facial gestures and verbal cues like “I see” or “I understand,” and paraphrasing
key points back to them.
·
Ask questions to ensure you fully understand the
issue. Clarification shows you are engaged and helps in addressing the problem
accurately.
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