Practical Skills in Customer Care

Overview

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