Customer Care Training

Customer Care Training

(Half or Full Day 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 to maintain the customer relationship and protect your organisation’s reputation. Elite’s customer care training courses have been designed to address all of these needs.

Our customer care training 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; 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

“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

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Upcoming Courses

Training Formats:

Online tutor-led classes
Private closed courses
Public courses
Customised courses

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