Customer Care

Customer Care Training Syllabus

 

 

 

 

 

 

With Customer Service Training the candidate can:

 

  • Develop their knowledge of customer service practices and procedures

 

  • Achieve a training and awareness that will enhance their CV

 

  • Gain practical, transferable skills for the workplace.

 

Understanding the organisation

 

The candidate will learn about:

 

  • The factors that affect an organisation and the customer service role

 

  • The principles of customer service in an organisation

 

  • Policies and procedures of the organisation.

 

Prepare to deliver excellent customer service

 

The candidate will learn about:

 

  • Legislation relating to customer service.

 

  • The Different Acts covering Customer service

 

  • Health & Safety Responsibilities

 

  • What information a company can legally hold

 

  • Safety & Security

 

The different customer service roles

 

The candidate will learn about:

 

  • Reception duties and face to face roles

 

  • Telephone etiquette

 

Communication in the customer service role

 

The candidate will learn about:

 

  • Customer Complaints – why do customers complain?

 

  • Complaints Procedures

 

  • Face-to-Face

 

  • On the Telephone

 

  • Customer Body Language

 

  • Dealing with unhappy customers

 

  • How to deal with angry or violent customers

 

  • Taking action for unreasonable conduct

 

Learning Outcome

 

Upon completion of this course the candidate will:

 

  • Know the essential factors that are important in customer service and developing a customer-friendly approach.

 

  • Know what customer service means to a business and the professional qualities required when establishing an effective service for customers.

 

  • Gain a knowledge of powerful customer-service techniques.

 

  • Be aware of the do's and don'ts when dealing with customers, and the benefits of providing a good customer service.

 

Please contact us for a no obligation quote.

In a customer service role you will often be the first point of contact for your company, so it is important that you make the right impression. Whether you deal with customers face-to-face, or via telephone or email, this course is the ideal way to improve your communication skills and develop a deeper understanding of their needs.

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