Practical Skills in Customer Care

1 day

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.

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