The customer care course is designed to enhance professionalism and self-confidence in staff, benefiting both new and experienced employees by improving their customer service skills. It emphasizes listening, understanding individual needs, and effectively managing challenging situations, while covering essential topics such as personal presentation and complaint handling. The course lasts 6 hours and includes ongoing assessments, with all participants receiving a certificate of attendance.

1. Customer Care
Course Description:
Good customer care depends on staff acting with professionalism and self-confidence. This
course will help new staff to practice good customer care and is an enjoyable refresher for more
experienced staff. Good customer care is vital for your organisation’s reputation. It also improves
job satisfaction. This course will help improve your skills in listening to clients, and colleagues
and understanding individual needs so that you can provide what they really want, where and
when they want it.
The course is suitable for anyone who comes into contact with customers – either on the
telephone or in person. It is of equal benefit to people new to customer care, and to those with
more experience who wish to improve their skills. From management to customers.
This course will ensure you can listen well, establish customer needs and handle tricky situations
– that is, give good customer service. You will know how to check your organisation is using its
resources wisely and providing good value for money. There will be opportunities to develop
your communication skills and focus on customer needs.
Course Outline:
• Your ‘customers’
• Who they are (Person Centred Care)
• How they see you
• What they want from you
• Customer care and customer service - two sides of the same coin
• The values, vision and mission of your organisation - how customer service helps achieve all
three
• The skills of providing good service in person
• Dealing with complaints
• Telephone do’s and don’ts
• Building relationships
• Assertiveness
• Personal presentation
• Professionalism (GSCC)
• Communication
• Maintaining dignity, respect and choice (customers right)
Course Duration:
6hrs
Assessment:
The trainer will carry out an on-going assessment during the course
Certification:
All delegates will receive a certificate of attendance
Location:
The course can be delivered at locations to suit the client or at one of our training venues
Maximum number of delegates per trainer is 15
Telephone: 0845 468 0870
Pathway College
putting you first
Web: www.pathwaygroup.co.uk
Birmingham: 0121 369 0100
Email: caretraining@pathwaygroup.co.uk