Providing customer care and delivering a first class customer service is about creating the right impression first time - a must for front line staff. To be successful at customer care requires an understanding of customer expectations and the skills to exceed that expectation, even when faced with difficult customers.

This training course - customer care - delivering a first class service is both practical and interactive, providing the personal and professional skills required for staff who are often the first point of contact for customers. Throughout the course delegates will have the opportunity to practice customer handling skills with role play, practical exercise and in discussion groups, enabling a confident return to the workplace.

Course Objectives

Understand the impact of good/bad service.
Take more responsibility for complete customer satisfaction.
Handle customer objections and complaints positively.
Enhance the reputation of the company.
Create and maintain a professional customer-led image.
Learn how to develop customer empathy.
Remain calm even when under pressure.

Course Designed For

Front line staff in direct contact with customers, either face-to-face or on the telephone who are required to manage a wide variety of customer expectations.

Maximum Number of Delegates

Eight

In-House Delivery Option Available

Yes

Customer Care - It's Important

The consequences of good/bad service
Looking to exceed customer expectations
Managing customer's heightened expectations

The Customer-led Approach

Putting customer needs first
Making the customer feel special and valued
How much time has the customer got - be effective or be friendly?
Ensuring there is a 'no pressure' relationship

First Impressions Count

Managing first impressions face-to-face
Managing first impressions on the phone

Communicating Positively

Establishing rapport
What not to say - image wreckers
Positive body language
Ending on a positive note

Front Line Complaint Handling

Understanding the customer's real problem
Caring about the problem - ensuring the customer feels listened to
Saying 'no' constructively
Developing customer empathy
Practical role play exercises
Handling the irate customer
Handling the chatty customer
Handling the apologetic customer

Personal Development

Action plan
Checking your customer care attitude

£454.25 (£395 + VAT) per Delegate

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

I found the invitation to consider my best and worst customer experiences an extremely useful inducement to look again at the way I do my job - very simple, very practical.

The negotiation exercise really did make us use the techniques we had been shown. A practical, empathetic and useful day - and great fun! Thank you.

NHS Trust Complaints Manager

Thank you for a very interesting day. It's great to have time to look at your own behaviour and reflect. I have many ideas to take back to work to improve customer care - thanks.

NHS Trust Head of Communication

Very enjoyable and very interesting. I will definitely change the way I look at customer service from now on.

Customer Service Manager