Chat Support Software

For management training, sales training and customer care training 01509889632 or request call back

Filter Courses

How could customer care training improve your customer services?

Customer service has a big impact on every business – 78% of consumers have abandoned a transaction or relationship if they have had a bad experience[1]. Plus, it takes 12 positive experiences to make up for just one negative customer service experience. So, investing in being able to deliver great customer service is always going to be a good idea. There are many different ways to give your customer services a boost and customer care training provides a lot of opportunities for improvement.

The improvements you could make with customer care training

Better customer engagement

If your staff have been properly trained then they understand not just how to give the customer what they need but also how to engage them further. So, a query could become a business lead or a satisfied customer may go on to become a brand ambassador and recommend your business to someone else. Customer care training gives your team the skills to go out and engage with your customers, and potential customers, above and beyond the basics.

Knowing where the boundaries lie

Customer service conversations are not personal conversations and most people understand the clear difference between the two. However, not everything is black and white and it can be difficult for staff to make the right decisions and distinctions if they haven’t had any training. If you’re investing in customer care training then you create a benchmark of behaviour across the board.

Converting complaints into a positive customer experience

Complaints handling is one of the most important elements of customer service. It’s not just about avoiding escalation or trying to ensure that the business doesn’t get a bad review. Complaints actually represent an opportunity to turn a bad experience into a positive one – as long as your staff have the right training. With customer care training you can convert those negative contacts to a positive outcome so that customers are more likely to return and to speak highly of your brand.

Giving staff confidence

Being the bridge between customers and a company can feel like a difficult position at times. Handling awkward or angry customers, dealing with queries you may not know the answer to and trying to ensure that all your interactions are in line with brand values is a challenge. Customer care training gives staff confidence. They will have the tools to deal with difficult situations and will feel well prepared when it comes to conveying what the business they’re working for is all about.

Upgrading to outstanding

A large proportion of consumers feel like they receive only average customer care, even from the big brands. So, improving customer services represents a real opportunity to distinguish your business in the market. Customer care training provides the opportunity to upgrade your customer services from ‘average’ to ‘outstanding’ to make your business more competitive as a result.

If you’d like to know more about how customer care training can support excellent customer service please get in touch by calling the PTP team on 01509889632.

[1] Source: American Express Survey, 2011

In-House Training with PTP

PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.

What you get for your money

What is 1-to-1 training?

1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site one to one training session at your premises with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the on-site visit.

Who does 1-to-1 training suit?

Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?

A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site training at your premises and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

What is U-Choose?

Choose from any of the 150 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.

How much does U-Choose Training cost?

U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.