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.

Course Outline

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