One Day Programme
Target Audience
All staff providing a customer care role to internal and external customers, either face to face or on the telephone, who are required to manage a wide variety of customer expectations.

Course Overview
positive relationships whilst providing a service can be very demanding. This programme will enable staff to project the right impression, improve customer satisfaction and develop techniques to handle difficult situations and complaints effectively. It includes:

• Knowing who the customers are
• Demonstrating effective questioning strategies
• Understanding the principles of active listening
• Understanding the benefits of professionalism and image control
• Demonstrating positive phraseology
• Demonstrating effective communication.

Like many skills customer care needs to be practiced. Delegates will be encouraged to use their own experiences to make exercises relevant to their own role.