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Customer Care

Course Overview

Format

Intermediate
3 Study Hours
Online Study
Self-Printed Certificate

Accreditation

3 CPD Hours
CPD Certified

Course description

This Customer Care course has been created to give businesses guidance on how to get that edge above competing establishments. The course will help learners understand the causes of poor customer care, good customer care skills and how to handle complaints.

This Customer Care training 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 customer service training 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 online customer service training 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

Accreditation

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

Certification

On completion of this customer care training you will be able to print a Virtual College certificate.

Duration

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.

You will learn

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

Who is it for?

Roles including:

Owners and managers of both small and large businesses

How the online courses work

Find a course

To begin searching for your online training you can click on the course category section on our website and browse through all of our training categories.
Alternatively if you already know the title of the training you’re looking for you can use the search bar located in the centre of the homepage and go directly to the course you want.
Buy the course

When buying one of our courses, you will need to enter a valid email address which will be used to create your account with our Learning Management System – Enable – where you will take the training. We will also send your purchase receipt to this email address, and any additional courses purchased in future using the same email address will be added to your system account.
Once you have purchased a course, you will be able to send this course to other people using your system account with Enable by entering the new learner’s email address so that they may access the training and set up their own system account with our Learning Management System.
If you are not 100% satisfied with your course then we offer a 30-day, no hassle money-back guarantee. To request a refund, you should email our learner support team with your receipt stating why you would like to be reimbursed. You, or your learners, must not have completed the training in order to make a valid refund claim. Any claim made after the training has been completed will be invalidated.
Take the course

This online course consists of a series of pages in which an instructor will talk learners through the lesson material. Pages may include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help learners stay engaged and interested in the material. Lessons can be taken in any order and each lesson may be paused and resumed at any stage.
The course is self-paced so learners decide how fast or slow the training goes. There is no deadline for completion but some of our courses have a test at the end to check that learners have understood the material. If the course has a test at the end then learners are required to achieve a 75% pass mark to successfully complete the course. Once learners have passed the test they are awarded a certificate, which can either be downloaded digitally or sent as a physical copy if this option was chosen when purchasing the course.
Your Certificate

Upon completion of any of our courses, learners will be able to download a digital certificate from Virtual College and will include the accrediting bodies logo where applicable.
If you have bought the posted certificate option (available on select courses), a high quality, seal embossed, certificate will be sent out at the beginning of the following working week.