Professional Customer Care

This is a 1 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. contact us (0115 9849940) for details.

Who will benefit: Receptionists, customer service and sales support staff and anyone within the organisation with customer contact.

Objectives: By the end of the course participants will be able to:

  • Adopt a professional telephone manner
  • Communicate assertively by taking control and directing the conversation
  • Deliver information positively by offering options and alternatives
  • Develop a range of versatile behaviours to use when dealing with difficult situations by:
    • Listening actively
    • Using empathy
    • Gathering relevant information through effective questioning
    • Finding solutions to concerns / problems quickly and efficiently
    • Speaking positively and assertively

Module One – What is excellent customer care?

  • Definitions
  • Internal versus external customers
  • Why customer care is important
  • Meeting customer expectations

Module Two – Making a personal difference

  • How do you measure customer care?
  • Who makes the difference
  • Positive mental attitude
  • Presenting a positive image over the telephone
  • Using positive language

Module Three – Gathering information & offering solutions

  • Asking the right questions
  • Skill of listening actively
  • Skills of summarising and clarifying

Module Four – Dealing with difficult situations

  • How to give a ‘service’ no
  • Demonstrating empathy
  • Assertive techniques

Scheduled Dates & Locations

This course is not currently scheduled. If you have a need for this course, please contact us, as we may be able to schedule it for you.



For further details contact our sales team:
Telephone: 0115 984 9940
Fax: 0115 921 5352
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