Customer Care

Effective Customer Care and Telephone Skills - 2 Days

There is only one boss, the customer, and he can fire everybody in the company from the Chairman down, by spending his money somewhere else. Every company’s greatest assets are its customers, because without customers, there is no company. Good customer care is vital for your organisation’s reputation. It also improves your job satisfaction. This course will help improve your skills in listening to clients, users, supporters and colleagues and understanding their needs so that you can provide what they really want, where and when they want it!



Proactive Telephone Skills - 1 Day

Whatever the business conducted over the phone, poor telephone skills are a quick and easy way for you to lose a lot of customers and a lot of money. Highly skilled professional telephone handling skills are vital in building relationships with your clients and effective telephone skills training will pay for itself in enabling you to keep old customers and acquire new ones.

Although there are accepted “Do’s” and “Don’ts” when it comes to telephone skills, the last you want is a group of automatons answering your phones. Customers want to talk to a human being, so training will enable your team to be naturally good communicators, who are not only professional, but also a pleasure to talk to.

This course is designed for staff that can only be released for one day and covers the skills of providing excellent customer care over the telephone, as outlined in our 2-day programme.



Proactive Customer Care - 1 Day

This course is designed for staff that can only be released for one day and covers the skills of providing excellent customer care over the telephone as outlined in our 2 day programme



Customer Complaints and Service Recovery - 2 Days

Research conducted by a wide variety of organisations has concluded that most customers who are not satisfied do not complain at all. Instead they simply vow never to give their custom to your business again – and this may be as many as 95% of unhappy customers! This is a major problem for organisations because most of the problems that make people unhappy can be resolved easily. Yet you are never given the chance to put the situation right.

Statistics suggest that when customers complain, business owners and managers ought to be excited about it. The complaining customer represents a huge opportunity for more business. Good complaint handling leads to customer loyalty as most customers whose complaints are dealt with quickly and professionally, become loyal customers returning again and again. This course is designed to help you deal with customer complaints efficiently and effectively; to encourage a feedback process and to understand and deal with major issues of service recovery if the need arises.