Customer Care (and Telephone Skills)

Starting by looking at the most common things that annoy people when they are experiencing poor customer service, delegates then examine the 7 basic needs of clients so that they can implement quick and straightforward strategies in order to meet those needs. From building rapport to structuring a conversation in order to reach a satisfactory outcome for the customer, this course also examines common ways that staff working in customer care can get ‘hooked’ by a challenging customer. Methods of avoiding those hooks will be examined as well as strategies for telling customers what they don’t want to hear. Also, where needed, strategies for dealing with customers on the telephone.

Course contains

  • Customer Service Nightmares
  • Identifying our customers
  • Customer Care basics
  • Key attitudes when dealing with customers
  • Questioning skills
  • Hypothetical scenarios
  • Telephone skills
  • Data protection

Learning outcomes

After attending this course delegates will be able to:
  • Describe the principles of effective customer care
  • Use a three-stage process for structuring conversations
  • Implement strategies for establishing rapport while maintaining boundaries
  • State the importance of non-verbal communication (even on the telephone)
  • Start and end a conversation effectively
  • Effectively give information
  • Deal with distressed/difficult customers by:

  • - Using positive language and active listening
    - Understanding a model and implementing strategies to prevent further upset
    - Apply techniques through the use of case studies.

Suitable for

Front-line staff members, who regularly deal with internal or external customers on the telephone.

Meet the trainer

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities. Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes TM¬ and Strengthscope TM, both of which maximise individual and team potential. Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.

CPD hours 0