Specialist Trainers in Behavioural Change

Client and Customer Care

customer care
What are the programmes all about?

These courses focus on making the delegate conscious of how to handle difficult calls effectively and provide a level of customer service which exceeds the customers expectations.

Who are they designed for?

They are aimed at all staff who are involved in customer service operations, including staff who work on helpdesks.

What are the course objectives?

  • the provision of a more positive and professional image
  • greater confidence in the delegate's ability to handle angry/difficult customers
  • a significant decrease in the number of escalation calls to the manager
  • a tangible increase in the level of customer service

What is ALP's approach?

The desired results are seen when the staff ‘buy-in’ to the key elements taught on the course.

To successfully achieve this ‘buy-in’ it is essential that the delegates understand why they should say/do certain things as opposed to just being told that you should do it because it works!

At ALP we use a technique called State, Relate and Relate.

Throughout the course we:


(a) Make statements about communication skills
(b) Relate them into their personal/social lives to show them where they encounter these skills and ask them how they normally react
(c) Relate them in to the work place with ‘real’ case studies and by soliciting examples of when it has happened to them.

By doing this the delegates understand ‘what is in it for them’ when they apply the skills and why they should adopt a particular skill.
Consequently the delegates adopt the skills far quicker than when they were told to apply certain skills.

What are the key elements?

When a course is designed it is likely that some or all of the following subjects form the core of the programme, with additional topics being added to ensure fulfillment of the training requirements.
  • The ultimate goal in telephone work
  • Who are our customers? … Internal and External customers
  • How to achieve and maintain an attitude of confidence
  • How to generate an impact on the telephone
  • Controlling skills on the telephone (the IQ Model)
  • Understanding the use of Quality Questions
  • Wordflow charts...scripting the natural way
  • Methods of gaining customer commitment
  • What is Customer Care?
    • (from our own and the customer's perspective) How can we demonstrate excellent customer care? What details must we pay particular attention to? How can we improve customer care where we work?
  • Using your voice and words on the telephone to demonstrate Customer Care
  • How to build goodwill and trust with your customer
  • How and when to show empathy to our customers
  • How to handle difficult comments / queries /'complaints' from angry or irritated customers…
  • Preparing to deliver 'bad' news
  • The importance of keeping promises and follow-up

What will the delegates have to do?

Prior to the courses we ask the delegates to consider their personal objective in attending them. At the end of each training day delegates are asked to prepare a report on their experiences and results.

How long do the courses last?

The duration of the course is typically one to three days and is determined by the scope of the client's specific training requirements. After the initial consultation and/or client familiarisation or audit, the programme's duration can be better determined.

If this sounds like the type of programme that can make a difference with your team, please contact us about our Customer Care Development programmes.

Or call us on +44 (0)1832 732560 and speak to one of the team.

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