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Customer Care Training

(Half or full ay depending on requirements)

Customer care is more than just good manners. It involves developing procedures and policies to make customers’ lives easier. This ranges from anticipating a customers’ needs to knowing how to defuse a confrontation, all in order to maintain the customer relationship and protect your organisation’s reputation. Elite’s Customer Care Training courses in Northern Ireland have been designed to address all of these needs.

Our Customer Care Training in Northern Ireland is designed for staff who interact with customers via telephone or face-to-face. During the course delegates complete a series of practical exercises aimed at demonstrating the responsibilities of all staff members to deliver exceptional customer service. Learning mechanisms include scenario-based case studies of ‘typical customer interactions’, discussion sessions and self-reflection.

The design of bespoke scenarios relevant to the organisation produce the best results and ensure delegates can instantly apply their training to realistic workplace situations.

Course Content

What is customer care?
Why it’s important
The effects of getting it wrong
Understanding customers: matching & managing expectations
7 key ingredients for excellent customer care
Developing customer-focused processes

The ABCs (Attitude, Behaviour, Communication) of customer care & practical demonstration of how these impact service provision
Complaint handling
Managing abusive customers: Strategies
Promoting the organisation’s services & products

Book Elite Training

Book with the team at Elite Training in Northern Ireland for Customer Care Training for your staff. Simply contact us by emailing enquiries@elitetraining.com or call +44 28 9024 2622 now.

“We are delighted at the impact of the recent customer service training delivered by Margaret to the customer services team at Co-Ownership. Margaret took time to build customer scenarios that were relevant to our business and used these to build understanding. Her approach builds trust with those who attend but equally challenges their thinking and mindsets. It is as relevant for someone with 20 years experience as it is for someone just starting out. Thank you Margaret!”

Glynis Hobson

Director of Customer Service, Co-Ownership Housing