Every business needs solid customer care training. Whether you have employees engaged in direct sales or a small department dealing with customer enquiries, customer interaction, care and service are vital to an organisation’s success. Understanding how to deliver excellent customer care is as important to a call centre agent as it is to a dental receptionist. This short course provides an excellent general introduction to customer care, suitable for any industry.
It is ideal for entry-level employees as well as more experienced staff who may be recognising changes in the way they need to deal with customers. It can be used alongside an organisation’s own induction and training courses, or as a stand-alone course, and is taught in five modules: Introduction, Customer-led Approach, First Impressions, Effective Communication and Handling Complaints.
The course covers:
- What customer care is and why it is so important to both customers and the success of the business
- Ways to measure the customer experience, so the information can be used for future success or to identify changes that need to be made
- How to use a customer-led approach in the workplace, for the benefit of both the business and the customer
- How to balance friendly service with effective service during each customer interaction
- How to be courteous and kind to every customer
- How to handle the difficult and confrontational customer
- The value of first impressions and how to create them
- How to develop and use active listening skills with every customer, for a positive experience every time
- How to finish every customer interaction on a positive note
- How to effectively handle complaints and bring about a positive resolution for both the customer and the business
The course is delivered across five modules, with around two hours of learning in total.
See more business courses, or browse our sales and customer service courses at Skills Pad.
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