Course Profile

Course Profile: Customer Care (Generic) (1-2 Days)
Dealing with people can be a highly rewarding experience. It can also be stressful, distressing and even frightening, as people can behave in a very challenging way. Staff need to be able to present themselves and thereby their organisation in a positive way, no matter what may be ‘thrown at them’.  This course aims to provide learners with a clear view of what is good customer care, how to promote this in all aspects of their work and how to respond to challenges.
The course is designed for all staff working in a range of settings, including Commerce, Retail, Industry, Hospitality, Law etc.
The course will be adapted to each situation to reflect the specific activities undertaken and the organisation’s policies and procedures.
Learning outcomes

By the end of the course learners should understand:

  • What is meant by ‘customer’, who are the customers and why ‘customers’
  • How this links with the organisation’s values
  • Why Customer Care is so important and the benefits of good Customer Care
  • Indicators of ‘poor’ Customer Care and the potential consequences
  • Capturing the 4 C's: complaints, concerns, compliments and comments
  • Customer needs and expectations: What is reasonable and what is not
  • What is and is not expected of staff in their work role
  • How important effective communication is and the key communication skills
  • What is meant by ‘Going the extra mile’
  • The organisation’s Complaints policy and procedures
  • The importance of 'attitude' in customer care
  • Responding to complaints and managing challenging situations
Training methods utilised include: Presentations, Role-play, Trust exercises, Word-storming, Feedback, Discussion, Tutor presentations, PowerPoint, Group work, Handouts