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Customer Care

This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

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Learning Objectives

  • How to handle objections
  • Understand the importance of customer care in a sales environment
  • How to handle complaints in a positive way
  • How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner

Course Content

09:30 - 10:00 Coffee & Introduction

10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service and to make sure they do not treat their customers in the same way.)

10:30 - 11:15 Customer Care (Ways of improving relationships with customers)

11:15 - 11:30 Coffee Break

11:30 - 12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

12:30 - 13:00 Being the Best at Customer Care

13:00 - 14:00 Lunch Break.

14:00 - 14:45 Task 2: What Are Our Customers Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.

14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)

15:30 - 16:30 Effective Customer Care Letter Writing (Dealing with complaints, enquiries and existing customers.)

16:30 Summary & Action Plans Agreed

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