Management Courses


Customer Care – The Essential Skills

Good customer service is of vital importance for all businesses, large or small. This course covers the basic concepts of customer service and then delves into effective customer service techniques and practice. You will gain a thorough knowledge and understanding of the key aspects of customer service and become confident in handling enquiries, complaints, and communications.

Course Content:

  • Warm-up exercise - Establishing empathy/rapport with the customer
  • Good Communication, the key elements  - Self-assessment: what are my own strengths and weaknesses as a communicator?
  • Handling an Enquiry, face to face and on the phone - Creating the right impression - body language, voice tone, ‘message’.  Acquire a confident and friendly telephone manner.
  • Questioning and Listening skills - Sub-group exercises
  • Dealing with Complaints - Role play, checklist
  • The Way Forward - Taking care of YOU!

Course Length:

West Berks & Oxon Training

For further information, please do not hesitate to contact us

07919 430312

Kilmarnock House
Unit 1 Woolley Barns
Woolley Nr Wantage
Oxon, OX12 8TA