Course: Customer Care

Objectives

By the end of this training participants will be able to:

• identify the importance of both internal and external customer care
• recognise the gap between the organisational standard and practice
• identify the organisational barriers to good customer care
• understand how the needs of diverse customers have to be met
• deliver high-quality customer care with confidence

Overview

Drama sketches are used to play out the preferred etiquette when delivering services to both internal and external customers.

Length

2.5 hours.

Medium

Interactive.

The session is delivered by a skilled facilitator and comprises topical drama sketches performed by professional actors. Participants are engaged in commenting on the presented scenarios and suggesting alternative outcomes that are subsequently enacted.

Target participants

Courses for frontline staff and management are available. Suitable for groups of up to 40 delegates.

Evaluation

To help the commissioning body assess/quantify the benefit and relevance of the course to delegates' roles within the organisation, all sessions are evaluated through the use of verbal feedback and written forms. Summarised findings are then provided.

Price

Available on request. Discounts for block bookings may apply.