Customer Care Excellence

Pleasing customers is crucial to the success of any business.  Research shows that today, customers have higher expectations of how they wish to be treated.  It is also proven that customers place high priority on the way they are made to feel.


One Day Course 

Course Outline (PDF)

Course Objectives:

  • Reviewed the criteria for an Effective ‘Customer Service Person’ and identified areas of strength and areas for development.
  • Recognised the importance of receiving visitors and presenting the right image
  • Defined the differences between poor satisfactory and excellence in customer care in the customer’s perception.
  • Agreed the most effective way of processing a call
  • Practised effective questioning and listening skills.
  • Recognised the main elements of professional telephone communication.
  • Described the relative importance of words and voice in communication by telephone and face to face.
  • Demonstrated their ability to deal with complaints
  • Recognised the need to ‘own’ the problem
  • Demonstrated their ability to put into practice the key elements of Customer Care through role play.
  • Prepared a personal development action plan.
Price: £450 + vat


  • Thursday 7th July 2022
  • Wednesday 7th September 2022
  • Tuesday 15th November 2022