Customer Care
Customer Care

Customer Care
Course Summary
This course looks at what customer service consists of, identifies examples of customer needs and requirements, examines the sources of customer expectations and how businesses should strive to exceed these expectations in order to achieve service excellence. The effect that poor service can have on a business is also discussed.
Course Description
Audience
Customer service providers, care home workers, anyone involved in the hospitality industry.

What is Customer Service? (Customer Care - Course 1)
Customer expectations are constantly increasing. To keep pace with these expectations businesses must constantly improve the quality of their customer service. Giving excellent service means that people will respond positively whereas poor service may damage the reputation of your business. This course looks at what customer service consists of, identifies examples of customer needs and requirements, examines the sources of customer expectations and how businesses should strive to exceed these expectations in order to achieve service excellence. The effect that poor service can have on a business is also discussed.

Goals To identify customer needs, expectations and requirements and strive to achieve service excellence within the organisation.


Who Are Your Customers? (Customer Care - Course 2)
Customers have different needs, which may be spiritual or emotional, and different requirements, which may include high standards of customer care and service. They also have expectations, such as high standards of quality and service, every time. This course identifies who your customers are. The course examines the two different groups of customers (internal and external) and defines how to provide excellent customer service to both groups, every time.

Goals To identify the people that comprise internal and external customer groups and define how to provide excellent customer service to all, every time.


Our Service Standards (Customer Care - Course 3)
With any customer-driven business, service excellence is the key difference between the leading companies and their competition. This course describes what service standards are and how they relate to service levels and service targets. It describes in detail the four key service standards and explains the importance of maintaining respect and a consistent approach in relation to each of those standards. The course provides guidelines for high standards of housekeeping, including recommendations for furnishings, decorations and residents' accommodation areas, along with appropriate ways to meet and greet visitors to the home. You will learn the importance of proper conduct and personal presentation and how service standards affect the overall customer experience. The course concludes with specific guidelines on caring for residents and describes what to include in a written report if you encounter a problem which you cannot solve on your own.

Goals To achieve and maintain service standards in the care environment.


Customer Complaints (Customer Care - Course 4)
Organisations aim to provide excellent service to their customers, but sometimes things can go wrong and this can result in complaints. The manner in which complaints are dealt with can have consequences for a business. This course looks at how complaints are received, the reasons people make complaints, the different types of complaints and the steps to follow when dealing with complaints. The impact that complaints can have on a company's success is also discussed.

Goals To identify why people make complaints and be able to deal with complaints correctly.


Effective Communication Skills (Customer Care - Course 5)
The ability to communicate is at the heart of excellent customer service. You can only provide excellent customer service if you understand others, and are able to make yourself understood by them. It is also the key to developing positive working relationships with your colleagues and positive relationships with your customers. This course defines effective communication and identifies how to communicate effectively verbally and non-verbally. It also defines how to communicate effectively face-to-face and how to do the same over the phone. Finally, it outlines barriers to effective communication.

Goals To define effective communication, identify methods of effective verbal and non-verbal communication, recognise barriers to communication and define how to communicate effectively face-to-face and over the phone.
 £25.00 
+ VAT
 
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