Customer Care
The best customer care reps aren't the ones reciting a script — they're the ones who've found their own reason to care.
About the course
This 1-day Staff Training workshop, gives your team the attitude, skills and practical frameworks to handle every customer with confidence, from the first hello to the most difficult complaint. Who it’s for? Front-line staff, team leaders and anyone who deals with customers face to face, by phone or online.
What it covers
Definitions, Attitude and Aptitude
The core building blocks of great customer care, and why your personal approach makes more difference than any script.
Understanding People
Recognise the different ways people prefer to communicate, and adjust your style so every customer is comfortable dealing with you.
Determining Your Personal Vision
Understand why the client matters, what they really expect, and what delivering for them means to you.
Accountability - BASE and FASE
A practical model for owning results and turning good intentions into lasting changes in behaviour.
Consider Your Power - PLEASE TRUST US
A step-by-step approach that makes sure every base is covered in every interaction. It includes communicating concisely and handling difficult customers with LAST: Listen, Apologise, Solve, Thank.
Meeting, Greeting and Cultural Awareness
Make a strong impression every time, through active listening, identifying the real complaint, cultural sensitivity, and how your smile, articulation and tone of voice shape the conversation.
Identifying the Required Skills for the Job
Know where your knowledge ends and how to fill the gap quickly. For example, you’ll never give advice on product ABC without the knowledge to back it up.
“Great, practical course - would highly recommend it. ~ Lorraine”
How we run it
"It is not so much your aptitude that determines your success as it is your attitude." ~ Zig Ziglar
After the course, your team will be able to:
Adapt how they communicate so every customer feels understood, take ownership of outcomes instead of passing problems on, calm difficult customers and resolve complaints using a simple four-step method, and very importantly spot gaps in their own knowledge with the view to closing them before they affect a customer.
Staff Training definitely provides a slightly different take on customer care training. We explore ways to help the delegate seek both personal and organisational purpose to ensure continued motivation. It remains one of our very popular workshops.
Unit standard alignment
| Unit standard | NQF | Credits | Title |
|---|---|---|---|
| 242829 | 4 | 5 | Monitor the level of service to a range of customers |
| 110082 | 1 | 6 | Understand the impact of customer service on a business (historical) |
| 114974 | 2 | 2 | Apply the basic skills of customer service |
| 13930 | 3 | 4 | Monitor and control the receiving and satisfaction of visitors |
A credit-bearing SETA version is available on request.
Run it for your team
We can adapt Customer Care to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.