Customer Care

Designed for:
Those who wish to learn how to provide exceptional customer care to improve sales and productivity in an instructor-led environment.


To be more aware of who your customers are and what they really want so that you can handle different situations and provide exceptional customer care.

Course Content

  • Who are your customers?
  • What do your customers want?
  • How to make Customer Care exceptional
  • Customer Expectations
  • How good is good enough?
  • Building a positive environment
  • It's in the detail - things to think about
  • Active listening is better listening
  • Handling Complaints
  • When you were the customer
  • Dealing with customer emotions
  • Keeping calm
  • Calming the upset customer
  • Phrases likely to upset
  • Getting the problem solved
  • Things you would change


  • Workbook with exercises and individual notes to ensure that the skills learned on this course will be successfully applied and the knowledge consolidated.
  • The opportunity to gain the widely recognised Pitman Training Certificate.

Course duration:
1 day

What next: 
Business Writing Skills Seminar
Better Business Letters Seminar
Telephone Techniques Seminar