Customer care and telephone skills

Course summary

Good customer care depends on staff acting with professionalism and self-confidence. This course will help new staff to practice good customer care and is an enjoyable refresher for more experienced front line staff.

Course outline

Good customer care is vital for your organisation's reputation.  It also improves your job satisfaction.  This course will help improve your skills in listening to clients, users, supporters and colleagues and understanding their needs so that you can provide what they really want, where and when they want it. Over the day you will cover:
  • your 'customers'
    • who they are
    • how they see you
    • what they want from you
  • customer care and customer service - two sides of the same coin
  • the values, vision and mission of your organisation - how customer service helps achieve all three
  • the skills of providing good service in person and on the phone
  • dealing with difficult customers and complaints
  • telephone do’s and don’ts
  • anger management
  • building relationships
  • assertiveness
  • personal presentation
  • listening skills
  • how to manage your time
"Very clear and helpful on all issues and topics discussed." LK, Chartered Society of Physiotherapists
"Overall outstanding, very clear explanation of customer care skills".  CL, Ebony Sistren Housing Association
"Very well structured course and very informative, perceptive and engaging tutor."  NR, Royal college of Art

Who is this course for?

The course is suitable for anyone who comes into contact with customers – either on the telephone or in person. It is of equal benefit to people new to customer care, and to those with more experience who wish to improve their skills. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

What will this course help me do: learning outcomes?

This course will ensure you can listen well, establish customer needs and handle tricky situations – that is, give good customer service. You will know how to check your organisation is using its resources wisely and providing good value for money. There will be opportunities to develop your communication skills and focus on customer needs.

Other courses to consider

If you have responsibility for managing customer care in your team or organisation, you might find MANAGING CUSTOMER SERVICE useful.  The Centre offers a selection of courses for administration professionals including RECEPTIONIST TRAINING; MINUTES and TIME MANAGEMENT FOR ADMINISTRATORS.

Course dates

9 March, 2012
2 May, 2012

This course starts at 10am and will finish by 4.30pm. Lunch and refreshments are provided.

Course fee

  • £195 plus VAT small charity price (applies to registered charities with an annual turnover of less than £3m)
  • £315 plus VAT not-for-profit price (applies to all other charities and all other not-for-profit organisations, including public sector and housing)
  • £365 plus VAT standard price (applies to all other organisations)

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