Customer Care

This one day course aims to provide an overview of Customer Care and the working principles that underpin customers achieving a successful outcome.

The course aims to help equip delegates to provide a first class service; providing the best first impression. This will be achieved through delegates understanding their important role in representing the organisation, meeting customers’ realistic expectations and how to approach dealing effectively with ‘difficult’ situations.

The learning objectives:

By the end of this course delegates should understand:

• What is meant by ‘customer’
• Who are the customers
• How the money comes in:
        -people are no longer passive and grateful for anything they receive
        -people are more aware of standards
        -people have rights
        -people indirectly pay our wages
        etc.
• What is meant by Customer Care
• How this links with the organisation’s Values
• Why Customer Care is so important
• What could be seen as ‘poor’ customer care:
        -limited resources
        -staff appearing not to care
        -poor attention to detail
        -inefficiency
        -disrespect
        etc.
• Typical ways in which people would conclude that the service delivers ‘poor’ customer care:
        -Delays
        -Confusion
        -Lack of patience
        etc.
• The potential consequences of poor customer care:
        -for the customer
        -for the employee
        -for the service
        -for the organisation
• The potential consequences of ‘good’ customer care:
        -for the customer
        -for the employee
        -for the service
        -for the organisation
• Customer needs and expectations:
        -What is reasonable
        -What is not reasonable
• What is and is not expected of staff in their work role
• How important effective communication is
• How to communicate effectively
        -The key skills
        -Assertiveness skills
        -Demonstrating the value of the customer
        -Calming and de-escalation techniques
        -Engaging positively with unhappy customers
• What is meant by ‘Going the extra mile’
• The organisation’s Complaints policy and procedure

Training methods:

• Tutor presentations
• Chalk and Talk
• Role Play
• Handouts
• Group work
• OHP/PowerPoint
• Word shower method
• Policy review

CP35/4.9