Customer Care Training

Customer care is more than just good manners. It involves developing procedures and policies to make customers’ lives easier. This ranges from anticipating a customers’ needs to knowing how to defuse a confrontation, all in order to maintain the customer relationship and protect your organisation’s reputation. Elite’s Customer Care Training courses in Northern Ireland have been designed to address all of these needs.

Our Customer Care Training in Northern Ireland is designed for staff who interact with customers via telephone or face-to-face. During the course delegates complete a series of practical exercises aimed at demonstrating the responsibilities of all staff members to deliver exceptional customer service. Learning mechanisms include scenario-based case studies of ‘typical customer interactions’, discussion sessions and self-reflection.

The design of bespoke scenarios relevant to the organisation produce the best results and ensure delegates can instantly apply their training to realistic workplace situations.

Course Content:

• What is customer care?
• Why it’s important
• The effects of getting it wrong
• Understanding customers: matching & managing expectations
• 7 key ingredients for excellent customer care
• Developing customer-focused processes
• The ABCs (Attitude, Behaviour, Communication) of customer care & practical demonstration of how these impact service provision
• Complaint handling
• Managing abusive customers: Strategies
• Promoting the organisation’s services & products