Customer Care – Make the Difference!

Course Contents

Course Contents

Course Duration

1 day


Within your sector, there is a strong requirement to have a greater understanding of your customer.  The diverse range of people we meet daily and the ongoing engagement with residents and our internal customers requires us to be more flexible in our approach.  With increased workloads and demands from our customers it is important that our customers are our number one priority.

Delivering great customer care whilst remaining within the constraints of legislation and internal processes and procedures, means that today’s staff need be more aware and alert to what is happening with the customer and how best to give a service that not only meets their expectations, it exceeds them.  Due to the diverse nature of the customer, a one size fits all does not work in today’s market.

Target Audience

All members of staff who deal with others.


This course assumes no prior training within this subject.


Imagine being able to:

  • Recognise and want to deliver great customer care to all our customers
  • Identify our customers both internally and externally
  • Understand and empathise with our customers, recognising their wants
  • Take responsibility for our emotions when dealing with others
  • Work with a tried and tested four step process, that makes dealing with our customers more fluid, easier and delivers great results
  • Work with a case study and distinguish the areas of great to disastrous customer care
  • Determine our own and the teams areas for improvements

Course Objectives

At the completion of this course participants will be able to:

  • Understand what customer care is and means
  • Identify the importance of excellent customer care to the company
  • Identify internal and external customers
  • Identify the different needs and requirements of each of our customers
  • Recognise the skills and attitudes required for great customer care
  • Develop a personal action plan to provide enhanced levels of customer care provided

Course Bookings and Full Course Outline

To book your course, discuss arrangements or get further information call us now on 020 3489 6734 or complete our quick Enquiry Form and we will contact you.

You can also view and print the full course outline including detailed course contents.

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