Effective Customer Care
- Course aimed at team leaders, managers, and front line staff.
- Delegates learn customer service skills and techniques.
- Topics include customer behaviors and communication techniques.
- Methods used: discussion, practical exercises, case studies.
- Available in various locations across the UK.
Overview
Customer Care Training is designed for team leaders, managers, and front-line staff seeking to improve their customer service skills. By the end of the course, participants will be able to identify good and bad customer service behaviors, utilize effective communication techniques, handle challenging customers confidently, and apply Transactional Analysis in customer interactions. The training covers topics such as customer service behaviors, questioning and listening skills, and practical exercises through methods like discussions, case studies, and skill practice. The course is available for 1 or 2 days at various locations in the UK.
Who should attend
Team Leaders, Managers, Front Line Staff
Course Content
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.
