Customer Care

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.