Customer Care training

Course Overview

This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.

This customer care training course is available throughout the UK.

CPD Value 5.5 Hours

Course Locations

Customer Care London
Customer Care Manchester
Customer Care Nottingham
Customer Care Birmingham
Customer Care Bristol
Customer Care Edinburgh
Customer Care Leeds

This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

09:30 - 10:00 Coffee & Introduction

10:00 - 10:30 Task 1: What Do We Hate About Calling Other Companies? (An exercise to discover delegates personal experience of poor service and to make sure they do not treat their customers in the same way.)

10:30 - 11:15 Customer Care (Ways of improving relationships with customers)

11:15 - 11:30 Coffee Break

11:30 - 12:30 Incoming Calls - The Basics (First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details)

12:30 - 13:00 Being the Best at Customer Care

13:00 - 14:00 Lunch Break.

14:00 - 14:45 Task 2: What Are Our Customers Main Objections? What is the Best Way to handle Them? Focussing on the most common objections, delegates discuss the best ways to handle them, sharing ideas is encouraged.

14:45 - 15:30 Handling Objections (Pre-handling Objections, Dealing with The Price Objection Effectively)

15:30 - 16:30 Effective Customer Care Letter Writing (Dealing with complaints, enquiries and existing customers.)

16:30 Summary & Action Plans Agreed

Testimonials

Tracey is a brilliant trainer, she's knowledgeable and really engaged with the whole group.

Emily Robertshaw, Andiamo! Language Services Ltd

Excellent course - Thank you

Richard Williams, Airbus

Excellent day.

Paul Adams, Inspace Colchester Borough Homes

A thoroughly enjoyable day.

Stephen Mallery, Inspace Colchester Borough Homes

A very good informative day well presented.

Bob Hinson, Inspace Colchester Borough Homes

Enjoyable course. Very informative.

Carole Thomas,Social Investment Business

Great course - thanks very much!

Sam Tomlinson, Global Crossing

Presentation was excellent.

Mark Ashley , Airbus UK

Easy skills to quickly introduce into the business.

Paul Franchetti, Airbus UK

Fantastic course, I will gain professionally & personally - Thank-you!

Kerrie Hastings, Swagelok Manchester

Excellent delivery. Clear and articulate. Great examples to support learning. Very engaging.

Jeanette Roberts, Manchester Fluid System Tech Ltd

Excellent Interesting Course

Gwen Catelani, Manchester Fluid System Technologies

Benefits

How to handle objections
Understand the importance of customer care in a sales environment
How to handle complaints in a positive way
How to gain the maximum amount of relevant information in order to move the organisation forward in a constructive manner