Caring for your customer is directly related to the success of your business. This course will give you a deeper understanding of how your service meets your customer’s needs.  

You will learn skills of verbal and non-verbal behaviour and an empowering attitude that will ensure excellence is achieved every time.

Customer care is not always about the front line. Internal customer service is the way staff within your organisation respect each other and meet each other’s needs.

It is here where the culture of excellent customer care is created and developed.  

This course will also explore the connection between your internal and external customers and how to balance their needs.

Using scenarios, you will experience both sides of the customer interaction and put into practice the techniques learnt in a safe environment.

 Course Content

        Defining customer care

Positive and negative customer service experiences

Who are your customers?

External and Internal customers 

The customer experience

Creating excellent in customer service

What assumptions do you make about them?

Mapping the customer supply chain

Linking internal teamwork and the external customer

Managing expectations       

Communication skills

Body language

Face to face customer contact

Telephone customer contact

Email customer contact

The ladder of loyalty

Customers as your adverts

How can you treat them better?  

Trainer profile:

Melanie Windle is an experienced and creative personal development trainer and group facilitator whose methods and style of delivery empower individuals and groups to realise their potential. Melanie has been involved in developing people for over 25 years. Her specialist areas of training are the personal development skills required for managing ourselves, managing others or being managed. She works extensively across all three sectors – public, private and not-for-profit – both nationally and internationally.