Customer Care

Course Objective: everyone within an organisation has the ability to make a positive impact on customer relations. This course sets out to provide participants with the skills necessary to maintain a courteous, calm and confident manner in dealing with personal and telephone situations of every kind, from general enquiries to specific customer complaints.

Practical exercises and case-studies are used at every stage to increase confidence and to ensure that techniques can be easily applied back in the work environment.

Course Elements

Understanding effective communication

The concept of ‘ownership’, and the importance of mindset

Why the initial contact is so crucial

Gaining trust, and making the customer feel valued

The importance of listening

Understanding customer types – assessing their varying requirements

Why do customers complain?

Dealing with difficult people – how important it is to control emotions

Questioning techniques – getting to the root of the problem

Delivering clear explanations

Responding positively to problems – turning negatives into positives and gaining the customer’s support

How to say no where necessary, without antagonising the customer

Practical exercises and analysis throughout the day, with particular emphasis on role-plays in the second half of the workshop

Except in the case of Open Courses, all Phoenix workshops are tailored on demand, which means that we will develop the final agenda with you to deliver exactly the training you want, at the level you need, within the timeframe you decide.