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Practical Skills in Customer Care

  • Duration: 1 Day

Course Information

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.


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

Whats included in this course?

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    Course Manual
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    Experienced Trainers
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    Certificate of Attendance
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    Unlimited Post Course Support

If you need something more custom, please get in touch with our team.

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Testimonials

  • I thoroughly enjoyed this course but do feel that the duration should be extended in order to allow more time to cover all of the topics. Noel was a fantastic trainer, happy to answer any questions and very good at explaining how to do something, thank you.

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    Laura Chesters

    HSBC