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Customer Care
Customer Care
Customer Care

Overview - Customer Care Course

This Customer Care course has been created to give businesses guidance on how to get that edge above competing establishments.

With the intense competition nowadays having a great product at a great price can only get you so far. Better customer care may be that difference causing customers to choose you above other suppliers offering the same products or services.

Completing this course will help you understand why businesses need good customer care. You will learn the causes of poor customer care, good customer care skills and how to handle complaints.

On completion of this course learners will:

  • Recognise why you need a customer care programme
  • Understand barriers to good customer care
  • Understand customer care skills and how to use them to overcome those barriers
  • Be able to develop a complaints handling procedure that strengthens the bond between your company and your customers
  • Have a plan to install a customer care programme in your company

When you’ve completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.

Lesson Plan     

The subjects covered in this module include:

  • Customer Care: Introduction
    • Who is this for?
    • What is customer care?
    • What do customers expect?
    • Challenge or opportunity?
    • Self-assessment
  • Why you need good customer care
    • Customer care does make a difference
    • Income verses cost
    • Selling to customers
    • Customer satisfaction
    • Media
    • Recommendations
    • People don’t just buy the product
    • People buy the experience
    • Customer expectations
    • Company image
    • A negative cycle
    • Happy customers
  • Causes of poor customer care
    • Lack of customer orientated mission
    • Lack of understanding what business is all about
    • Lack of appreciation of their role
    • Lack of commitment
    • Lack of commitment: Communication
    • Lack of employee welfare
    • Lack of internal cooperation
    • Lack of confidence or ability
  • Customer care skills
    • Skill overview
    • Attitude and behaviour
    • Appearance
    • Body language
    • Body language: open or closed?
    • Body language: warm or cold?
    • Body language: mirroring
    • Body language: personal space
    • Eyes and ears
    • Words and expressions
    • Open questions
    • Giving attention
    • Assertiveness
    • Customer perception
  • Handling complaints
    • How to turn around an angry customer
    • Gather information
    • Talk to your customers
    • Utilise the experts
    • Challenge yourself
    • Dealing with complaints
    • Handling complaints
  • Your campaign
    • Employer or employee?
  • Employer
    • Your campaign plan
    • 12 steps
  • Employee
    • Your campaign plan
    • 8 steps


The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines.


On completion of this course you will be able to print a Virtual College certificate.


Approximately 2 - 3 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with 124 interactive screens and multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.

Target Audience

This course is aimed at owners and managers of both small and large businesses. However, everything still applies to you if you are an employee.

Entry Requirements

There are no specific entry requirements for this course.

How It Works

How it Works

This is an online course which is studied via the Virtual College Learning Management System, Enable. All of the training is taken online. The course is self-paced so you decide how fast or slow the training goes. You can also revisit the training material, even after you have completed the course.

Four easy steps to e-learning

Step 1: Find a course

You can buy one or more courses online for yourself or others and, whether you know what you’d like to study or would simply like to browse, finding a course is easy.

Here are some ways you can quickly find the information you need:

  • Search for a course using search box
  • Click "courses" on the top navigation. This page will show a complete list of courses, ordered by our best sellers and new releases
  • Browse courses by category, for example Safeguarding

Step 2: Buy the course

When you've found the course you want simply click on “Add to basket”. You can then continue shopping or check out and make a secure payment via the PayPal payment screen. This allows you to pay with most popular credit or debit cards or your PayPal account, and receive your receipt by email.

All our payments are dealt with by PayPal; one of the world’s most well-known payment providers – Great Britain’s no 1 preferred online and mobile payment method, so you can be sure that your payment will be safe and secure. Here at Virtual College we never even get to see your credit card details!

Once your purchase has gone through you will be able to continue to a login screen. Enter your name and create a password if prompted. This will log you into our Learning Management System (LMS) where you will be able to take the course or allocate it to other people.

You can purchase more than 10 courses online, however if you wish to purchase more than 10 courses, and you would like to be invoiced in advance, you can e-mail us on or contact our sales team on 01943 885 085.

Step 3: Take the course

For the best possible internet browser experience we recommend you use Google Chrome, Microsoft Edge, Internet Explorer 11 or Firefox.

You will get a better learner experience if you have sound enabled. Most computers come with built-in speakers, but the narration will generally be written in text on the screen for you to read if you don't have sound turned on.

The course is interactive and you may need to click on parts of the screen before you can advance. This will be obvious as the narration and text will tell you what to do or the links will pulse and flash. The system will remember where you left off and take you back there, but you can go over any part of it as many times as you want to and take as long as you want.

You can write your own notes for the course and print them off or simply store them to access later any time you view your course.

When you get to the end, you will be presented with an assessment to check your understanding. Don't worry; in most cases you can take this assessment three times at no extra cost, and we have policies and procedures in place for adding further attempts.

Step 4: Your certificate

You will be able to print your own certificate at the end of the course.

Some courses also include the option of a high-quality posted certificate, for example our Level 2 Food Safety and Hygiene courses.


Bulk discounts

Bulk discounts are available on purchases of 10 or more courses.

If you wish to discuss a large individual order for this course, and/or would like to be invoiced in advance, please call our sales team on 01943 885 085 to make an enquiry.

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Virtual College

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