Customer Care Training

Customer Care Training is one of the most important investment companies can make. We are faced with Customer Service on a daily basis, and the level of Service and Care provided to Customers can make or break your brand and company. Our training course provides delegates with the excellence, necessary knowledge and skills to provide first-rate Customer Care and Service.

Course Outline:

Module 1: Understanding Customer Service

  • What does Customer Service mean?
    • Seeing to it that the person you serve is happy
    • So that customers in turn tell others
    • Attract more customers
  • Why is it important?
    • For the business to make money
    • For the business to grow in the long term
  • Material vs Personal Service
    • Components that make up customer service
  • Customer expectations and perceptions
    • We do not always see things the same way
    • Distortions of perception
    • Defence mechanisms
  • Understanding your role
    • What you are to the business

Module 2: Customer Service Behaviours

  • What is attitude?
    • Examples of bad attitude
    • How to develop a positive attitude
    • How you can influence others
  • Self image and self esteem
    • Smart talk and handling criticism
  • Managing negative emotions
    • Others are sensitive too
    • Its OK, but how to move on?

Module 3: Customer Service and Image

  • Projecting a positive image
    • Techniques to help you
  • The importance of physical image
    • Cleanliness
    • Ambience
  • The importance of personal image
    • Cleanliness
    • Professional
  • Developing standards for consistency
    • Good service: to all customers, time after time

Module 4: Customer Service and Communication

  • The importance of communication
    • Listening to the customer
    • Clarifying orders
  • Communication barriers
    • What can go wrong
    • Some techniques to put it right
  • Understanding body language
    • There is more to a message than words
    • The customer needs a pleasant disposition
  • Managing customer complaints
    • Technique for handling objections
    • Techniques to deal with difficult people
  • Telephone techniques
    • Techniques for taking calls from customers

Module 5: Working in a Team

  • Working with your colleagues
    • What does working in a team mean?
    • The value and importance of team work in your industry
    • Examining your role in the team
    • Controlling anger: hot and cool thoughts
    • Dealing with a difficult colleague

Course Duration:

2 days

*Number of days can be customised and adjusted for in-house programmes.*

  • The course is offered in-house and can be custom made to include specific examples and exercises based on the organisation’s activities.
  • The course is wholly interactive combining theory with role play, team exercises and group interaction.
  • Evaluation happens through participation and group discussion

Who should attend:

  • All Front-line Staff and Customer Facing Personnel
  • Switchboard Operators and Call Centre Staff
  • Sales Staff, Key Account Managers and Client Relationship Officers/Managers
  • Personal Assistant’s, Secretaries and Administrative Staff
  • Everyone who is dealing with Customers whether face to face or over the phone

Contact us for more Information or to Book Training