Course Profile

Course Profile: Customer Care (Managers) (1 Day)
Delivering excellent customer care both personally and through a team can be a highly rewarding experience for a Manager. It can also be stressful, distressing and even frightening, as people can behave in a very challenging way. Managers have a responsibility for leading their teams so that staff are 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 it can bring. The course is set in the context of the Care Act (2014), supports the Social Care Commitment and will help organisations meet the CQC Fundamental Standards.
The course provides some knowledge for
MIS (2012): 1, 2, 3, 4, 5, 12
KCF: Core 4, 5
QCF: HSC O1, O43
The course is designed for all Managers. Not only does this course consider customer care from a management perspective, but will also consider the issues relevant to their teams.
Learning outcomes

By the end of the course learners should understand:

  • Understand what we mean by Customer Care and why it is being given emphasis/importance now
  • What is meant by Customer Care
  • Who our Customers are
  • How Customer Care fits into the broad context within which we work
  • What constitutes good/poor customer care
  • The importance of the front line worker in forming impressions of an organisation
  • What are your staff covering on their training:
  • The importance of recording complaints, concerns, compliments and comments
  • What is meant by the phrase 'Going the Extra Mile' - and why it is so important
  • How we can show our customers that we value them
  • The importance of Attitude: where do standards come from? What should they be?
  • What is meant by congruent communication and why it's important
  • What is meant by rapport and skills to develop this effectively
  • Good Customer Care in managing phone calls
  • Good Customer Care managing complaints
  • Managing the emotions of our customers and of ourselves
  • How to find solutions to complaints
  • Reflect on your own approach to customer care and that of your team: standards, expectations, values and culture
  • Action plan changes that will help you to improve the skills/confidence of your team in delivering high quality customer care
Training methods utilised include: Presentations, Role-play, Trust exercises, Word-storming, Feedback, Discussion, Tutor presentations, PowerPoint, Group work, Handouts