Personal Development
Course Listings

For further information, or to make a telephone booking, or to receive a competitive quotation for an in-house course, you can call Pentland Training now on 0800 328 2766.

All of our training courses can be delivered on your own site, at Pentland Training facilities, or at an off-site venue.

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Course Title:
Programme in Customer Care

Duration: 2 days

Course Overview
To enable staff to develop improved performance in service provision.

Course Objectives


By the end of the course, participants will have
· Considered the issues of customer care and the implications of effective customer care for the organisation.
· Understood in-house guidelines and policies and how to apply them.
· Learnt and practiced skills to improve the quality of their communication with customers and developed good practice.
· Formulated action plans for the implementation of their learning in the workplace.

Course Content


Day One

- What is customer care?
- What service do you expect as a customer?
- Who are your customers?
- What do they expect of you?
- What do you expect of them?
- Organisational issues
- What are the implications for the organisation of 'bad' customer care?
- Organisational policies and procedures on customer care
- Communication
- What makes a professional communicator?
- Attentive listening (exercises)
- Barriers to listening
- Importance of non-verbal communication
- Using techniques to create rapport (exercises)

Day Two

- Using the telephone
- Voice matching exercises
- Developing an organisational standard
- What behaviours do you find difficult to deal with?
- Devising strategies to deal with aggression and tears etc
- How can you retain a professional approach and stay calm?
- Exercises
- Action planning

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