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Practical Skills in Customer Care

1 Day Course
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Course Information


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

1. Representing the Company
  • The First 30 Seconds
  • Projecting the Right Image
  • Identifying and Prioritising Objectives
  • The 3 A's: Appearance, Attitude and Approach
2. Communication and Listening Techniques
  • Tone
  • Pace
  • Prompt and Pause
3. 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

Private Courses

We can arrange your own private Sales and Customer Service course.


Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

What Our Clients Think

Really good course. lots of hands on practice and clear explanations.

fiona dawe - Covetrus Global Software Services

The course was fantastic - I couldn't recommend it enough!

Bonnie Donaghue - IRI

The trainer was an excellent tutor. He did check all of the group was able to keep up and if there were any problems or questions of the attendants, he was always willing to help.

Marianne Seager - Wincanton

Cannot fault the content & delivery of the course at all. A brilliant service from start to finish. Thank you Systematix.

Claire Mitchell - Denbighshire County Council

The trainer was fantastic and very knowledgable!

Harriet Woollam - Galloping Gourmet

Trainer was very engaging, spent time explaining topics clearly.

Laura Choake - Desoutter Industrial Tools

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Introduction 1 Day
This course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.