Training course

Customer Care

Good customer care depends on the attitudes and skills of each individual employee. Without it few businesses succeed. People at all levels need to understand how communication works from the customer's perspective and to get an understanding of the best way to approach individual customers.

  • 1 Day
  • Online or in person
  • Private courses available
Download outline (PDF)

Course Objectives

  • Have an understanding of rapport, the customer's thinking and some of the differences between different customers. Delegates will also be able to embrace complaints and deal with difficult customers.
  • By the end of the course, delegates will be able to:
  • Recognise what excellent customer care looks like and why it matters to both customers and the organisation
  • Build positive rapport with a wide range of customers using effective verbal and non-verbal communication
  • Create strong first impressions through confident, professional meet and greet techniques
  • Identify different customer personalities and adapt communication styles to suit individual needs
  • Apply active listening and questioning techniques to fully understand customer concerns and requirements
  • Respond positively to complaints, take ownership of problems, and resolve issues constructively
  • Stay calm and professional when dealing with challenging or aggressive behaviour

Included

  • Lunch and refreshments when training is delivered at our training venues
  • Comprehensive course materials and exercises

Course content Back to top

  1. Introduction
    The need for customer care and what it is
    What's in it for you?
    Customer satisfaction verses customer loyalty
    Who are our customers?
  2. Projecting a Professional and Competent Image
    Communicating effectively in all situations
    Verbal and non-verbal communication
  3. The Meet and Greet: Creating Positive First Impressions
    Making a confident and welcoming introduction
    Body language, tone, and eye contact in first interactions
    Approaching customers appropriately – in person and by phone
    Setting the tone for a positive customer experience
    Handling awkward or hesitant introductions with professionalism
  4. Understanding Different Personalities
    What is your personal style? - a self-assessment
    Recognising other's styles
    Communicating with other styles
  5. Understanding Customer Needs
    Effective listening
    Questioning techniques
    Probing
    Summarising the conversation
  6. Handling Complaints
    We need complaints
    Ownership of complaints and problems
    You don't always have to say 'sorry'
    The right way to say 'No'
    Working with your customers, not against them
    Simple methods of dealing with complaints
  7. Tough Customers
    Staying cool under pressure
    Dealing with conflict

Training a team?

Run this course privately, on your dates

  • Public Scheduled Fixed course content, fixed date, fixed location, fixed length, multiple organisations - All you need to do is choose which course you would like to attend and contact us to book!
  • Private Flexible course content, flexible training date(s), flexible location(s), variable course length, private to your organisation - Courses can be held at one of our training venues or at another location convenient to you. Training can be set over a number of days or weeks to allow for practice time between training sessions.
  • Bespoke Bespoke private training can be based on an existing course or a number of lessons taken from several courses, we can also write bespoke courses for you based on your in-house systems or development program.
  • Virtual These courses can be attended from anywhere.

What delegates say Back to top

Which part of the course did you find particularly valuable

“Discussion around dealing with complaints”
R.B., Cirrus Environmental Soultions Ltd

Following this training what are you going to do differently

“Think about how I engage with my customers and build relationships”
J.A., Cirrus Environmental Soultions Ltd
“The full course was interesting and valuable”
J.A., Cirrus Environmental Soultions Ltd
“I found the whole course very interesting and informative. I will take a completely different approach to meetings in the future.”
S., Hmp Isle Of Wight, Minute Taking
“Enjoyable course”
D.S., Cmr Uk Ltd, Excel Level 2
“I enjoyed everything as it was very helpful and informative”
H.M., Excel Level 1
“Informative and easy to understand course”
S.D., Bang & Olfsen, Excel Level 1
“Very clear and easy to follow very informative”
V.H., Egger Uk, Adobe InDesign Level 1

Other courses in this series Back to top

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Please contact us to discuss your Customer Care course, we have many solutions available to ensure you receive the best training possible.

Learn with IT Training Solutions. Small course sizes. Course materials included. Flexible Customer Care course content. Expert trainers and tried & tested training methods. Many course materials available online using your personal training account. Please contact us to booka place or get a quote for your Customer Care course.

Customer Care training courses in North East England Durham, Washington, Newcastle
IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk
Printed: 10/20/2026 10:16:19 PM