Customer Care Training Courses

We run a large array of Customer Care training courses, including a general Customer Care training course. Below you will find the general course summary - this is a guide to the make up and structure of many of our courses. If you would like to see the complete list of Customer Care training courses, scroll to the bottom of the page where you will find the complete list.

Customer Care Training Course Summary

Increasingly, good customer care is an integral part of many businesses strategy. This Customer Care training course has been designed to emphasise the importance of good customer care, and train attendee's on the core skills and behaviours that constitute good customer care.

This practical and interactive 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.

Who is this Customer Care Training Course aimed at?

The course is ideal for any staff who work in a customer-facing environment - either face to face, or via telephone. This training course is designed to improve performance and understanding of customers..

Training Course Overview/Content:

The customer care training course has 3 main overviews and objectives - they are as follows :

How to handle objections
Understand the importance of customer care in a sales environment
How to handle complaints in a positive way

09:30 - 10:00 - Introductions and refreshments

10:00 - 10:30 - Task 1: What Do We Hate About Calling Other Companies?

This exercise is designed for attendee's to discuss and agree what bad experiences they have had when dealing with other companies - then using these bad experiences to highlight where the bad customer service came in and the effect it had.

10:30 - 11:15 - Customer Care

Look at ways of improving the way cusomers are dealt with and interacted with. Key to this is undertsanding the effect of good and bad customer care from the customers point of view.

11:15 - 11:30 Refreshment Break

11:30 - 12:30 - Incoming Calls - The Basics

This session goes through the importance of how you are perceived and deal with the telephone in your organisation. The session covers : -First impressions, Answering the Telephone, The Correct Vocabulary, Keep In Touch, Details

12:30 - 12:45 -General Discussion and Questions

This is a chance to recap on the morning and go over the learnings so far.

12:45 - 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

This session deals with the tricky topic of objections, and how to deal with them in the most positive manner - it includes -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 and Action Plans Agreed

For more general information on Customer Care, check out the Wikipedia Customer Care information page.

You may also be interested in our Time Management Training course.

For any questions or queries, feel free to contact us on:

info@welovetraining.com