Workforce DevelopmentCustomer Care Skills

The Customer Care Skills course aims to improve understanding of customer service excellence. It is available as a 1 or 2 day course.

Customer Care Skills learning aims:

DAY 1:

  • Understand the core values linked to customer service
  • Understand the requirements to deliver excellent customer service
  • Improve confidence in order to implement customer service excellence
  • Understand the challenge of customer service excellence
  • Have a clear and practical plan of action
  • Focus to build a culture which views complaints as an opportunity for learning and the development of an open, fair blame culture
  • Demonstrate how formal complaints are assessed and dealt with quickly
  • Be able to provide practical support and knowledge in order to handle complaints
  • Identify areas of concern and associated risks

DAY 2:

  • Difference between coaching and mentoring
  • How to provide good customer service whilst meeting organisational procedures
  • How to effectively deal with customer queries, problems and complaints
  • The importance of providing products and services which are fit for purpose
  • The importance of customer and organisation confidentiality
  • The limits of your own authority

Contact Amacus on 01429 890071 or for more information

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