Customer Care

This Customer Care course has been created to give businesses guidance on how to get that edge above competing establishments. The course will help learners understand the causes of poor customer care, good customer care skills and how to handle complaints.

This Customer Care training course has been created to give businesses guidance on how to get that edge above competing establishments.

With the intense competition nowadays having a great product at a great price can only get you so far. Better customer care may be that difference causing customers to choose you above other suppliers offering the same products or services.

Completing this customer service training course will help you understand why businesses need good customer care. You will learn the causes of poor customer care, good customer care skills and how to handle complaints.

On completion of this course learners will:

• Recognise why you need a customer care programme
• Understand barriers to good customer care
• Understand customer care skills and how to use them to overcome those barriers
• Be able to develop a complaints handling procedure that strengthens the bond between your company and your customers
• Have a plan to install a customer care programme in your company

When you’ve completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.

Lesson Plan

The subjects covered in this online customer service training include:

• Customer Care: Introduction
  • Who is this for?
  • What is customer care?
  • What do customers expect?
  • Challenge or opportunity?
  • Self-assessment

• Why you need good customer care
  • Customer care does make a difference
  • Income verses cost
  • Selling to customers
  • Customer satisfaction
  • Media
  • Recommendations
  • People don’t just buy the product
  • People buy the experience
  • Customer expectations
  • Company image
  • A negative cycle
  • Happy customers

• Causes of poor customer care
  • Lack of customer orientated mission
  • Lack of understanding what business is all about
  • Lack of appreciation of their role
  • Lack of commitment
  • Lack of commitment: Communication
  • Lack of employee welfare
  • Lack of internal cooperation
  • Lack of confidence or ability

• Customer care skills
  • Skill overview
  • Attitude and behaviour
  • Appearance
  • Body language
  • Body language: open or closed?
  • Body language: warm or cold?
  • Body language: mirroring
  • Body language: personal space
  • Eyes and ears
  • Words and expressions
  • Open questions
  • Giving attention
  • Assertiveness
  • Customer perception

• Handling complaints
  • How to turn around an angry customer
  • Gather information
  • Talk to your customers
  • Utilise the experts
  • Challenge yourself
  • Dealing with complaints
  • Handling complaints

• Your campaign
  • Employer or employee?

• Employer
  • Your campaign plan
  • 12 steps

• Employee
  • Your campaign plan
  • 8 steps

Accreditation

The content of this customer service training has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.

Certification

On completion of this customer care training you will be able to print a Virtual College certificate.

Duration

Approximately 2 – 3 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with 124 interactive screens and multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.

Target Audience

This course is aimed at owners and managers of both small and large businesses. However, everything still applies to you if you are an employee.

Entry Requirements

There are no specific entry requirements for this course.