Most people are involved in dealing with customers even if they don't call them customers or perhaps they are people working for your customer. Everyone who communicates with a customer in any way would benefit from this course. No prior knowledge is needed.

• ​Importance of Customer Care - Why does it matter
• Create the Right Impression - Receiving customers and dealing with enquiries professionally 
• Interpersonal Skills - Developing good listening skills and body language
• Reception Skills - Managing reception area, prioritising, taking responsibility
• Communication Positively - Establishing rapport and exceeding customer expectations
• Telephone Techniques - Tools and techniques for best practice
• Follow Up - Effective after sales service 

Importance of Customer Care

• Understanding Customer Care
• Why customer service matters

Create the Right Impression

• Promoting a quality image
• First impressions & dress code
• A memorable welcome
• Acknowledging the Customer
• Receiving clients professionally 
• Dealing with enquiries

Interpersonal Skills

• Demonstrating a positive attitude
• Making customers feel special
• Deciding priorities
• Developing effective listening Skills
• Body Language 
• Taking responsibility

Reception Skills

• Managing the reception area
• Bookings and cancellations 
• Prioritising tasks 
• Measuring customer satisfaction

Dealing with Complaints

• Understanding the customer's real problem 
• Caring about the problem 
• Saying 'no' constructively 
• Knowing when to take responsibility 

Communicating Positively

• Managing first impressions 
• Establishing rapport 
• Avoiding negative statements
• Exceed customer expectations 
• Putting customer needs first 
• Making the customer feel special 
• Developing positive customer relationships  

Telephone Techniques

• Telephone best practice
• How to direct calls correctly
• Response checklist 

Follow Up

• Effective After Sales Service
• Stay in-touch

The course runs from 9:30am through to 4:30pm.
You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills and questions are always welcome.

Included with your course
We provide the following with online and training centre delivered courses.

• Course notes
• Certificate of attendance

Online Delivery
A link to the online training platform will be sent before the course, simply click the link and follow the instructions.

• See Virtual / Remote training information for more details
• Contact us if you'd like to test the platform before the morning of the course
• You can be located anywhere in the world with an internet connection and your computer

Our Training Centres
For training courses run at one of our training centres we include.

• Free onsite parking - directions for Norwich
• Lunch at a local restaurant or the training venue and refreshments all day
• Notepad, pen and Polos

• Handling Customer Complaints
• Negotiating Skills

Download the full course profile: Customer care