Customer Care and Empowerment

Key Information:  
Dates: Please contact us
Venue: North London Business Park or purchasing organisation's own venue
Duration: Full day

Target Audience

This course is ideal for any staff member who has regular contact with customers. 

Aims

This course aims to ensure you know how to develop positive and functional relationships that will empower customers

 

Learning Outcomes

At the end of this course you will know the importance of professional boundaries and the principles of good customer care.   You will be able to positively and professionally manage your relationships with customers, including dealing with difficult or challenging situations.  You will also understand the principles of empowerment and how to promote empowerment in practice

 

Course Contents

  • The importance of professional boundaries and how to apply them in practice
  • Introduction to Customer care - the benefits of excellent customer service, managing customer expectations, effective communication and self-awareness
  • Body language and active listening, thoughtful gestures, honesty gestures, eye contact, mirroring, active listening
  • Dealing with customers including managing challenging situations, asking appropriate questions, avoiding negative words and phrases.
  • Handling queries and complaints - responding to customer queries, receiving information, dealing with problems and feelings, using customer feedback
  • Promoting empowerment - understanding the context and the barriers, your role in facilitating empowerment including your attitude and expectations, giving positive and constructive feedback

 

Progression

The strategies and techniques within this course are also explored within the Engaging and Motivating Customers course.  Attending both courses will enhance your knowledge and understanding of these approaches to working with customers.