Customer care and telephone skills

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 front line staff.

Course Dates and Location

For individual or group bookings please contact us for course dates.

If you have four or more people who would like to attend this course, then In Company Training could be the most cost-effective option. We can deliver this course virtually or face to face for your organisation, on a date and time that suits you.

Contact one of our Training Coordinators on 020 7490 3030, e-mail training@itecskills.ac.uk or through the contact us form for more information and a quote.

A person with a headset on and looking at the computer with a smile as if they are talking to a customer

Course Details

Course Outline

Good customer care is vital for your organisation’s reputation.  It also improves your job satisfaction.  This course will help improve your skills in listening to clients, users, supporters and colleagues and understanding their needs so that you can provide what they really want, where and when they want it. Over the day you will cover:

  • Your ‘customers’.
    o Who they are.
    o How they see you.
    o 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 and on the phone.
  • Dealing with difficult customers and complaints.
  • Telephone do’s and don’ts.
  • Anger management.
  • Building relationships.
  • Assertiveness.
  • Personal presentation.
  • Listening skills.
  • A year of free support.

All our training courses are delivered virtually. The webinar systems used do not require software download.

Who Is This Course For?

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. The Centre works with people from all sectors including the public sector, voluntary sector, corporate sector and private sector.

What Will This Course Help Me Do : Learning Outcomes?

By the end of the workshop, you will have learned several really simple tools for creativity and innovation which will easily and efficiently stimulate creative thinking in yourself and your colleagues. You will also understand some basic principles around encouraging and maintaining creative thinking in your workplace. You will have had some fun and gained confidence in your own ability to come up with bright ideas and useful solutions. You will also become practiced in facilitating brainstorms. Finally, you will hopefully go away with clarity and some answers to your personal questions.

Course Fee
  • £469 plus VAT not-for-profit price (applies to charities and all other not-for-profit organisations, including public sector and housing)
  • £522 plus VAT standard price (applies to all other organisations)

“I have walked away from this course with a good amount of information. There was a lot of interactions, discussions, ideas and I felt part of the workshop. I am very pleased and glad that I attended. ”

 

LA, Charityshare

“The course was very interesting and useful. The trainer was very easy to understand and professional.”

 

VT, The Lansdowne Club

“Our trainer couldn’t have made the day any more relevant or engaging for our staff. It was fun, yet professional, and we learnt through practical examples and discussion in a relaxed environment.”

 

ES, The Arch Climbing Wall

“Very well structured course and very informative, perceptive and engaging tutor. ”

 

NR, Royal College of Art

“I was very apprehensive to begin with, but having completed the course I have found it very informative and productive. ”

 

CK, Capital Office

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