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1 day course

Practical Skills in Customer Care

Representing the Company

  • The First 30 Seconds
  • Projecting the Right Image
  • Identifying and Prioritising Objectives
  • The 3 A's: Appearance, Attitude and Approach

Communication and Listening Techniques

  • Tone
  • Pace
  • Prompt and Pause

Other Techniques

  • Dealing with Mr Grumpy
  • Handling Complaints
  • Handling Difficult Situations
  • The No-Blame Environment
  • Owning the Situation
  • Customer Care – Ten Golden Rules
  • Professional Care Delivery

Objective

This course is designed to provide an introduction to the “hands-on” skills and methods required of staff working in a customer-orientated environment. Each topic will be investigated, with practical examples and scenarios allowing the delegates to relate the recommended techniques to their working environment.

Private Training Courses

We offer private training courses which may be delivered at our training centre or at your premises on dates to suit you and your delegates. Course content can follow the standard course material as listed in the course outline, or can be tailored to your specific requirements at no extra cost.

For a single company private course we normally recommend that any class does not exceed 8 delegates in order to ensure that the learning objectives are met.

Total price per day (ex-Vat)
Number of delegates 1 2 3 4 5 6 Extra Person
At our Reading Training Centre £595 £665 £735 £805 £875 £945 £70
On your premises £595 £665 £735 £805 £875 £945 £70

 

For on-site courses only:

  • Trainer travel and accomodation is charged at cost and we can give you a fixed price quote for this prior to booking.

Course fees are payable in advance and are listed exclusive of VAT.