Manage the customer care process to develop great relationships with your customers and learn how to deal calmly and confidently with all your customers, even the tricky ones!

What does the course cover?

• What does good customer service look like?
• Methods of identifying customer requirements and expectations
• Organisational commitments to customers
• Customer care standards and procedures
• Systems to monitor and fulfil customer care standards
• First impressions count
• Listening skills
• Selecting appropriate words, voice tone and body language
• Telephone techniques
• Customers’ legal rights
• Dealing with different challenges customers can present
• Internal and external customers