CUSTOMER CARE TRAINING

AIMS:

Without service users/customers the organisation would not exist. Providing them with a quality service and responding to changing needs are vital elements of any employee’s role. Creating and maintaining good relationships with service users is a skilled and sometimes difficult process. The course is designed to develop skills, knowledge and attitudes needed to deliver and maintain high quality customer care to users.

The aims of the course include participants recognising how vital it is building and maintaining relationships with customers/service users is to their future. Recognising the importance of understanding and responding to the customers’ needs. To assist participants in developing strategies to meet their customer care needs.

OBJECTIVES:

By the end of the course, participants would have:

• Examined and discussed what is customer care and its importance to the organisation/unit
• Identified, examined and discussed who their customers are and their needs and expectations
• Identified and discussed the essential elements of customer care and being customer focused within a social care setting
• Identified and discussed their skills, role and responsibilities within the customer care process
• Identified, examined and discussed the issues facing managers and staff in providing customer care to all social care users
• Analysed, reviewed and discussed their customer care practices within the unit/section
• Examined and discussed how to handle customer complaints and deal with difficult situations
• Identified and considered ways of improving their service as it relates to their service users/customers
• Developed action plans regarding improving customer care in their area of work

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Client Testimonial

"Excellent course – everything covered will benefit me in the future"

Shirley Ming, London Borough of Lewisham

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