Business Coaching, Management Training and More by The BCF Group

Professional Customer Care Training

  • In-House Option Available
Professional Customer Care Training

Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust.

Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care.

For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company.




Course Syllabus


Module 1

What is Excellent Customer Care?
  • Internal versus external customers
  • Why customer care is important
  • Meeting customer expectations


Module 2

Making a Personal Difference
  • How do you measure customer care?
  • Making a difference
  • Taking ownership
  • Positive mental attitude
  • Displaying professionalism both face-to-face and over the telephone
  • Using positive language


Module 3

Gathering Information and Offering Solutions
  • Asking the right questions
  • Active listening skills
  • Summarising and clarifying skills


Module 4

Dealing with Difficult Situations
  • How to give a 'service' no
  • Demonstrating empathy
  • Assertiveness techniques
  • Handling a complaint
  • Problem solving
  • Saying 'sorry'
  • Making realistic promises and keeping them

Objectives

By the end of the course participants will be able to:

  • Adopt a professional telephone manner
  • Communicate assertively by taking control and directing the conversation
  • Deliver information positively by offering options and alternatives
  • Develop a range of versatile behaviours to use when dealing with difficult situations by:
    • Listening actively
    • Using empathy
    • Gathering relevant information through effective questioning
    • Finding solutions to concerns/problems quickly and efficiently
    • Speaking positively and assertively


Customer Care Real Play Scenarios with a Professional Actor

(Optional Extra)

This programme benefits significantly from our innovative training feature: Real Play.

Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered.

These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact.

The outcome of the scenario is the responsibility of the delegates, not the trainer and actor.

The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps.



The Need for Customer Care Training

Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent.

That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with?

Far too many to count?

This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust.

Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation.


The Importance of Customers and Clients

Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties.

The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers.

If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care.


Customer Care Programmes from the BCF Group

We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back.

Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals.

It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth.

If you would like to speak to us about your professional customer care training needs, please call us on 0844 800 3295 or contact us online and we will ensure you receive outstanding professional customer care!




Case Study - The Met Office

Both the general public and specialist professions such as aviation, shipping and TV weather presenters call upon the Met Office to gain detailed but relevant forecasts as well as data from the world's number 1 forecaster - our Met Office.

So their high calibre meteorologists and service desk support personnel need to be highly professional with all the incoming calls they receive every day, every hour, every season. They are asked for details of a highly technical nature, or they may be called on by a lonely person in the middle of the night just wanting to have a friendly voice to talk to, and often they are challenged by journalists who want make a story out of the weather but need the full facts and context.

Meteorologists are part of the science community, so it is fair to say that they come from a discipline of evidence based criteria and logical thinking. Professional customer care is often counter-intuitive to this approach because the customer usually knows less than they do, and may not be clear or considered in their demands. So there is an extension to their skills required to meet the status of 'Professional' when dealing with customers, specialist clients and journalists' expectations.

Based on the research stage we performed, we then designed and delivered a bespoke programme which provided a highly motivational and very effective professional customer care programme for groups of 10-12 on each cohort.

One of the innovations was bringing in a professional actress to replicate the scenarios they encounter (e.g. English as a second language, the council needing to know if they should grit the roads if it is due to be icy, film makers requiring a detailed forecast to be in time for their shoot in a remote location etc.) to recreate the best way to handle difficult challenges in a professional manner.

This programme has been so successful that the Met Office have been awarded 1st prize in the Top 50 Professional Customer Improvements Award and we were referenced in their keynote acceptance speech at the London Conference.

Further to that - when the BBC concluded their contract, prior to our involvement - the Head of Customer Services commissioned a specialised research project for the Media Team followed by a calibrated version of the Professional Customer Care course for the meteorologists who work with TV & Radio weather presenters and newsprint journalists.

Shortly after that a contract with Sky was signed up - and the ITV agreement was renewed and enhanced.

Do you need some advice?

Discuss your training requirements today with one of our expert advisers.