Customer Care & Coping at the Sharp End

Other Courses

Who should attend?

All those in the service who have contact with members of the public.

Course aim

To provide delegates with the skills to deal effectively, face to face, with Customer enquiries.

To provide delegates with a clear understanding of the importance of customer care and examples of best practice.

Learning objectives

By the end of the course, delegates will be able to:

  • Respond positively and appropriately to complaints and enquiries
  • Use language which the customer can understand
  • Understand the complaints procedure and know how to help customers use it
  • Course content
  • Understanding a customers expectations
  • How to convey the right impression when dealing with customers - face to face
  • How to handle a customers enquiries & complaints
  • How to develop good questioning techniques to understand real needs
  • The benefits of a positive customer care attitude to staff, management and the organisation as a whole
  • Customer Care and the Complaints procedure
  • Practice in responding to verbal complaints
  • Book your place

    Choose the date you wish to book, add the number of places you would like to book and select "ADD TO BASKET".

    Location Date(s) Length Price

    (excl. VAT)

    Availability Add delegates
    Please call 020 8619 0939 or email for dates.
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