Customer Care & Contact Skills

• Define the term customer service
• Identify elements of good customer practice
• Distinguish between internal and external customers
• Outline the potential consequences of good and bad first impressions on customer behaviour
• Identify the skills, qualities and attitudes required to perform effectively when dealing with customers in an organisation
• Differentiate between verbal and non-verbal communication
• Use active listening skills
• Outline the potential consequences of positive and negative attitudes of a customer contact person on customer perceptions
• Deal with a range of challenging situations
• Use appropriate telephone techniques in dealing with a range of situations
• Work effectively as part of a team in providing customer care
• Outline current equal status legislation
• Identify elements of consumer legislation relevant to customer service

Those planning to working with customers, or those already in a customer service role who want to consistently meet or exceed customer needs.

Participants achieve the following learning outcomes from the programme;

• Understand the role of customer service in organizational effectiveness
• Understand the role and responsibilities of a representative of an organisation and work effectively as part of a team
• Acquire a range of verbal and non- verbal skills in order to meet customer needs, handle customer complaints and deliver good customer care
• Become familiar with consumer protection legislation
• Appreciate the rights of all customers regardless of gender, marital status, family status, sexual orientation, religion, age, disability, race or culture.

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  Gina Ryan

  Gina Ryan has over thirty years’ experience in people managem...

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Building on over 40 years combined experience in human resource learning and development, the tutors utilize an experiential learning approach to their programs. This methodology of learning provides an opportunity for learners to engage with, experience and apply the learning in a practical way and also provides the opportunity for learners to receive feedback on their newly applied skills. The opportunity is also provided to learners to reflect on the full learning experience and how this might be of value to them in the achievement of their learning goals.

To assist and continue with skills development, we facilitate via email a post learning reflective practice utilising skills practice sessions recorded during the course. This assists delegates in embedding new learning, gives further support and enables them to define any further actions required.

This program offers one to one or group coaching as an additional element to further support the delegate and embed the learning process.