All our training courses can be tailored to suit your individual needs. Take a look at all the features that separate us from other Customer Care training courses.

Customer Care

Including Handling Customers by Telephone.

Introduction - In today's competitive business environment, good relations are essential to secure new and repeat business. This course emphasises the role that each person plays towards good customer relations within their organisation. Many people are unaware of the image they portray whilst involved in telephone communication. Time will be spent on developing delegates' telephone skills, we will analyse areas for self-improvement so that each delegate takes away a personal action plan.

Benefits To You - An opportunity to appreciate the business value of providing excellent Customer Care Gain skills in handling difficult customers. How to ensure that your personal style helps not hinders. Gain confidence in dealing with different types of people on the telephone.

Objectives - Agree the importance of Customer Care, identify ways to improve the quality of Customer Care, learn how to turn complaints into opportunities and analyse areas for self-improvement

Duration: One day

Course Content

	Introduction and Objectives
	What is Customer Care?
	What is the true value of giving
	Customer Care?
	Who are your Customers?
	First Impressions
	Effective Communications
	Staying effective on the telephone
	Planning the outgoing call
	Owning the Problem
	Assertiveness
	Handling Difficult Situations
	Building long-term relationships with Customers
	Developing a Personal Action Plan

Methodology - GROUP DISCUSSION IS AN INTEGRAL PART OF THIS COURSE WITH ROLE-PLAYS USED TO LEARN HOW TO PUT YOUR NEWLY LEARNED SKILLS INTO PRACTICE.

Useful Links:
Customer Care Institute