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. Refreshments are available from 9am. 

We provide:

• Full course material
• Certificate of attendance
• 90 days post course support
• Note pad and pen
• Polos!

Also includes:

• Free on-site parking
• Refreshments throughout the day
• Lunch at a local restaurant
• Free WiFi

Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.

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.

• Handling Customer Complaints
• Negotiating Skills