Training Course

Customer Care

PDF
Course Duration: 1 Day

Course Overview

Good customer care depends on the attitudes and skills of each individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.

Course Objectives

    • Have an understanding of rapport, the customer's thinking and some of the differences between different customers. Delegates will also be able to embrace complaints and deal with difficult customers.

Course Content

  • Introduction

    The need for customer care and what it is
    What's in it for you?
    Customer satisfaction verses customer loyalty
    Who are our customers?

  • Projecting a Professional and Competent Image

    Communicating effectively in all situations
    Verbal and non-verbal communication

  • Understanding Different Personalities

    What is your personal style? - a self-assessment
    Recognising other's styles
    Communicating with other styles

  • Understanding Customer Needs

    Effective listening
    Questioning techniques
    Probing
    Summarising the conversation

  • Handling Complaints

    We need complaints
    Ownership of complaints and problems
    You don't always have to say 'sorry'
    The right way to say 'No'
    Working with your customers, not against them
    Simple methods of dealing with complaints

  • Tough Customers

    Staying cool under pressure
    Dealing with conflict

Included with this course

    • Lunch and refreshments when training is delivered at our training venues
    • Comprehensive course materials and exercises

 

Public Scheduled Course Dates

Prices per delegate. All prices exclude VAT.
25 Sep 2025
Durham
£395
11 Dec 2025
Durham
£395

Private Training

Private course
Flexible date and location
Please quote for prices

  • Public Dates

    Prices per delegate. All prices exclude VAT.
    25 Sep 2025
    Durham
    £395
    11 Dec 2025
    Durham
    £395

    Private Courses

    Private course
    Flexible date and location
    Please quote for prices
  • Call us on
    0191 377 8377
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    Mon-Fri 9am-5pm.
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  • Customer Care Course Options
    Public Scheduled
    Public Scheduled
    Fixed course content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!
    Private
    Private
    Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
    Bespoke
    Bespoke
    Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.
    Virtual
    Virtual
    These courses can be attended from anywhere.
  • Virtual Training

 

Course Reviews
The full course was interesting and valuable

J.A. Cirrus Environmental Soultions Ltd, Customer Care

Following this training what are you going to do differently Think about how I engage with my customers and build relationships

J.A. Cirrus Environmental Soultions Ltd, Customer Care

Which part of the course did you find particularly valuable Discussion around dealing with complaints

R.B. Cirrus Environmental Soultions Ltd, Customer Care

Following this training what are you going to do differently Use Excel more often for valuable shortcuts to tasks that would otherwise take me a long time.

J. , Excel Level 2

Confidence has grown and I'm raring to go. I came confused and left armed with information and knowledge

K.J. Direct Rail Services, Minute Taking Janet Hope Jilly Lloyd

Following this training what are you going to do differently Review my trainees more thoroughly

D.S. Thermo Fisher Scientific, Train the Trainer

Well explained. Nicely paced

M.L. Emotional Logic, Excel Level 3

Not used Power BI before but now have ideas on where we can use it, so will start implementing.

R.W. PX Limited, Microsoft Power BI Desktop

 

Public Scheduled Courses

Prices per delegate. All prices exclude VAT.
25 Sep 2025
Durham
£395
11 Dec 2025
Durham
£395

Private Courses

Flexible dates, location and content. All prices exclude VAT.

 

Please contact us to discuss your Customer Care course, we have many solutions available to ensure you receive the best training possible.
 Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Customer Care course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account.  Please contact us to book a place or request a quote for your Customer Care course.
Customer Care training courses in North East England Durham, Washington, Newcastle
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed:8/2/2025 8:52:55 PM