Customer Care Training

Customer Care Training (1/2 day or 1 day depending on requirements)

Everyone, these days, claims to know what customer care is. So why do we continually see examples of poor customer care? Many people define customer care as good manners: remember to be polite and say “please” and “thank you”. But customer care is actually far more than that. It includes, developing procedures and policies conducive to making your customers’ lives easier. It includes, anticipating customers’ needs and responding in advance of being asked. It also involves, knowing how to defuse a confrontational situation to prevent losing a customer and damaging your organisation’s reputation.

The training, will review typical errors made and demonstrate that each member of staff, whether support or frontline staff, contribute to the delivering of exceptional customer service.

To increase the effectiveness of customer care training, it is best to include scenarios relevant to each organisation. Delegates are then able to immediately apply what they are learning in the classroom to realistic situations they may face at work.

Half and one day courses are available depending on the focus and requirements of the customer.

Who Should Attend?

This course is suitable for all staff who interact with customers via telephone or face-to-face.

Course Content

What is Customer care?

Why is important to get it right?

The effects of getting it wrong

Understanding our customers:

-          What do our customers expect?

-          Matching & managing expectations

The 7 key Ingredients to ensure excellence in customer care

Developing customer focused processes


The ABCs of customer care and practical demonstration of how these elements impact service provision:

-          Attitude

-          Behaviour

-          Communication

Complaint handling

Strategies for managing abusive customers

Promoting the organisation’s services and products – how?



An initial 1hr consultation, to discuss training requirements, is free of charge, with no obligation to book. If your organisation is based within the greater Belfast area this can take place at your premises, otherwise the consultation will be by telephone.

Training Inquiries

To book any of our courses, please contact us on:
T: +44 (0) 28 9072 6050
F: +44 (0) 28 9072 6060


Our Promises To You

  • We will only use very experienced and highly trained consultants who will deliver results and add value to your project.
  • Put 100% commitment and effort into every project regardless of size and value of the contract
  • Provide a value for money, quality service.