Customer care

Despite every strategy of the organisation the customer will typically only see the frontline employee. So how can you and your team improve the service you provide for your internal and external customers?

In this workshop we cover the core aspects of customer care, helping employees across your organisation appreciate the impact they have on customers. It also focuses on the skills and techniques that will help improve their relationship management.

This course is designed for all customer facing employees who want to enhance their relationship building skills, and team leaders and managers looking to review best practice.


This course helps learners to:

• Identify core customer care principles
• Have practised personal communication techniques
• Establish relationship building skills
• Use strategies to diffuse conflict and manage stress

This is a participative course with learners exchanging views and understanding as well as looking at some success factors which can improve their customers'' experiences.

Having set some individual objectives and expectations, as well as reviewing the skills in the room, learners will undertake work in groups and individually to cover the following areas:

• What is customer care - what impresses you and why? Is this what your customers get?
• Foundations for excellence - tools and techniques for improving the customer experience. This will include listening and questioning skills and follow up
• Design for the future - learners set their own customer care package, which can easily be understood, implemented and which customers will appreciate, using key learning areas. This will also be linked with specific examples for everyone
• Developing customer care and practical working plans for the future

The course will also review practices in communications, meetings and correspondence to support a final action planning session to take the learning back into the workplace.
Want this course tailored to meet your exact needs?
Contact us for a bespoke detailed course outline