Customer Care - Developing a Care Culture

Categories: Customer Relationship Management Training

Course Overview
Course Dates

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Customer Care - Developing a Care Culture

Duration:
One day

Objective
The aim of this course is to enable delegates to create and maintain a positive and informed culture of customer care within their
organisation.

Contents
By the end of this course each delegate will be able to:
• Identify the different kinds of customer
• Establish why poor customer care happens
• Describe customer likes and dislikes
• Grasp the importance of the lifetime value of each customer and of building sound relationships with customers
• Handle customer enquiries professionally
• Design a procedure for handling customer complaints positively
• Be assertive with their customers
• Describe the importance of non-verbal communication
• Recognise the seven types of difficult people
• Develop a coping strategy for dealing with difficult customers

Who should attend
Managers and staff of organisations of any size who have a customer facing role.

Course benefits
This programme provides a structure for dealing with customers across all aspects of the relationship. It is based upon an
understanding from the customer's point of view and demonstrates the skills necessary for effective communication and the ability to
manage customers' heightened demands and expectations.

Additional information
The overall aim of this programme is to maximise the customers experience to encourage them to return and others to do the same.
The cost of attracting new customers continually increases; yet an existing loyal customer offers enormous lifetime value.

Certificates
All delegates who successfully complete this course will receive a certificate of attendance.

Trainers background
The trainer for this course has extensive experience in design and delivery of customer care training. They have been successfully
delivering training to both public and private sector organisations for over twelve years and most recently held a senior management
training role responsible for the delivery of sales and customer care training throughout the UK offices of a well known and highly
regarded financial services company.

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Location	Region	Course Start Date	No. Days	Web price ex.VAT
1-22 of 22 Tip: Click column names to sort. Click start dates to see scheduled days
Aberdeen	Scotland	Fri 17 Feb 12	1	£315	CLICK TO ENQUIRE CLICK TO BOOK
Belfast	Northern Ireland	Mon 20 Feb 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Edinburgh	Scotland	Tue 21 Feb 12	1	£325	CLICK TO ENQUIRE CLICK TO BOOK
Newcastle	North East	Wed 22 Feb 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Manchester	North West	Thu 23 Feb 12	1	£335	CLICK TO ENQUIRE CLICK TO BOOK
Inverness	Scotland	Mon 18 Jun 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Belfast	Northern Ireland	Tue 19 Jun 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Glasgow	Scotland	Wed 20 Jun 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Birmingham	Midlands	Thu 21 Jun 12	1	£365	CLICK TO ENQUIRE CLICK TO BOOK
Bristol	South West	Fri 22 Jun 12	1	£335	CLICK TO ENQUIRE CLICK TO BOOK
London	London	Mon 25 Jun 12	1	£365	CLICK TO ENQUIRE CLICK TO BOOK
Aberdeen	Scotland	Wed 05 Sep 12	1	£315	CLICK TO ENQUIRE CLICK TO BOOK
Belfast	Northern Ireland	Thu 06 Sep 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Edinburgh	Scotland	Fri 07 Sep 12	1	£325	CLICK TO ENQUIRE CLICK TO BOOK
Newcastle	North East	Mon 10 Sep 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Manchester	North West	Tue 11 Sep 12	1	£335	CLICK TO ENQUIRE CLICK TO BOOK
Inverness	Scotland	Wed 28 Nov 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Belfast	Northern Ireland	Thu 29 Nov 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Glasgow	Scotland	Thu 29 Nov 12	1	£305	CLICK TO ENQUIRE CLICK TO BOOK
Birmingham	Midlands	Mon 03 Dec 12	1	£365	CLICK TO ENQUIRE CLICK TO BOOK
Bristol	South West	Tue 04 Dec 12	1	£335	CLICK TO ENQUIRE CLICK TO BOOK
London	London	Wed 05 Dec 12	1	£365	CLICK TO ENQUIRE CLICK TO BOOK

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Key Details

Provided by:
Training Course Provider S016OC

Duration1 day

£365
per delegate