Customer Care Training 

Who is the course aimed at?

 All team leaders, managers and front line staff looking to enhance their customer service skills.

 By the end of the course delegates will be able to…

•  Identify good and bad customer service behaviours
• Explain and use Vandermerwe’s Customer Activity Cycle
• Demonstrate how to get a clear understanding of customers’ expectations
• Use effective questioning and listening techniques to clarify customer requirements
• Recognise and use communication techniques to control the conversation
• Demonstrate the importance of choice of language and how it impacts on your conversations with customers
• Explain Transactional Analysis and its benefits when dealing with customers
• Deal with handle challenging customers calmly and confidently

 Topics Covered

 ¨     Customer service behaviours

¨     Your experience of good and bad customer service

¨     Effective questioning and listening

¨     Communication techniques that can help you control a conversation.

¨     Use of Transactional Analysis for a better understanding of customer behaviour and how you can best react to them.

¨     Dealing with challenging customers effectively

Methods used

• Discussion
• Practical Exercises
• Case Studies
• Skill Practice
• Syndicate Sessions

Cost: £195 + VAT (1 Day) or £395 + VAT (2 Days)

Minimum class size:        6

Maximum class size:        12

Duration: 1 or 2 days

Customer Care Training Inverness, Aberdeen, Glasgow, Edinburgh, Dunfermline and other sites throughout the UK including onsite closed company courses are available.