Customer Care

Course Objectives

This workshop will look at all types of customers and how we can serve them better and improve ourselves in the process.


There are no prerequisites for this course.

Course Duration

1 day

Course Content

  • Getting Started
    • Icebreaker
    • Ground rules
    • The car park
    • Workshop objectives
    • Action plans and evaluation forms
  • Who We Are and What We Do
    • Who are Customers? (internal/external)
    • What is Customer Service?
    • Who are Customer Service Providers?
  • Establishing Your Attitude
    • Appearance counts! (even if not in person)
    • The power of a smile
    • Staying energized
    • Staying positive
  • Identifying and Addressing Their Needs
    • Understanding the customer’s problem
    • Staying outside the box (not jumping to conclusions)
    • Maintaining schedules
    • Meeting basic needs
    • Going the extra mile
  • Generating Return Business
    • Following up
    • Addressing complaints
    • Turning difficult customers around
  • In- Person Customer Service
    • Dealing with at-your-desk requests
    • The advantages and disadvantages of in-person communication
    • Using body language to your advantage
  • Giving Customer Service over the Phone
    • The advantages and disadvantages of telephone communication
    • Telephone etiquette
    • Tips and tricks
  • Providing Electronic Customer Service
    • The advantages and disadvantages of electronic communication
    • Understanding netiquette
    • Tips and tricks
    • Examples: Chat or e-mail
  • Recovering Difficult Customers
    • De-escalating anger
    • Establishing common ground
    • Setting your limits
    • Managing your own emotions
  • Understanding When To Escalate
    • Dealing with vulgarity
    • Coping with insults
    • Dealing with a legal and physical threats
  • Wrapping Up
    • Words from the wise
    • Review of the car park
    • Lessons learned
    • Completion of action plans and evaluations

Download Course Content PDF


Download Full Course Schedule PDF


Ask a question

Please contact us to make a booking or book now on-line.

All courses are available for both scheduled (open) and dedicated (bespoke) delivery. Please contact us for details and pricing.

If you can’t see the course you are looking for – contact