Customer Care

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Introduction to Customer Care

Duration: 2 days

Objectives:  By the end of the course, staff will:
  • Have an understanding of the need for customers to have a positive experience when interacting in any way with your company
  • Appreciate the contribution that they can make in improving that experience
  • Introduction
    • The difference between customer service and customer care
    • The principles of customer care
    • Learning lessons from the business sector
    Identifying customers
    • Who are your customers?
    • The different types of customer – internal, external, etc
    Customer expectations
    • What people should expect when they interact with your company
    • The contribution staff can make towards meeting those expectations
    General guidelines
    • Being professional at all times
    • Respecting patient confidentiality
    Communication skills
    • Developing and using appropriate and effective communication skills
    • Being assertive but not aggressive
    • Communication barriers
    • Face to Face contact
      • Ensuring customers are greeted and received courteously
      • Dealing with enquiries, queries or complaints promptly and professionally
      • Being fully aware of patient confidentiality at all times
      • The use of body language
    • Telephone contact
      • Dealing with calls promptly and courteously
      • Ensuring customers reach the correct department
      • Ensuring guidelines used with face-to-face contact are applied as appropriate
    Challenging situations
    • Using techniques to help defuse situations where possible
    • Awareness of your company’s complaints procedures