Business development
Customer Care Course
A practical half-day course equipping your team with the knowledge, skills, and mindset to deliver outstanding customer service, covering what great care looks like, how attitude shapes experience, and how to handle even the most challenging interactions.
Duration
3 Hours
3 hour session covering customer care
Format
Online
Modular, self placed
Location
Dumfries and Galloway
Anywhere in Dumfries and Galloway
Certificate
Valid For 3 Years
CTC certified
How the course runs
- What great customer care looks like
The session opens by defining what excellent customer care actually means, exploring real examples, discussing what customers want and value, and establishing why customer care is part of everyone's role, not just front line staff. - Attitude, behaviour and impact
Participants explore how their own attitude and behaviour affects the people around them, customers and colleagues alike. Case studies and group discussion help bring this to life in the context of your specific environment. - Communication skills in action
A practical look at what makes communication effective in customer-facing situations, with interactive exercises to practice listening, questioning, and responding clearly in a range of scenarios. - Handling customer situations
The session closes with strategies and practice for managing challenging interactions, de-escalation, staying calm, and turning a difficult moment into a positive outcome. Guided by an experienced instructor throughout.
What you'll learn
✓ Define what great customer care looks like in practice
✓ Understand what customers want and value from every interaction
✓ Recognise why customer care is part of everyone's role
✓ Appreciate the impact of attitude and behaviour on others
✓ Improve communication skills in customer facing situations
✓ Deal more effectively with difficult customer interactions
✓ Understand why delivering great customer service is critical
✓ Apply the ABC of customer care framework in your role
Certificate
CTC Certified for 3 years
Assessed through practical demonstrations and knowledge checks throughout the course. Successful completion earns a certificate valid for 3 years, and the training can be recorded as part of your SSSC Continuous Professional Learning (CPL). Renew through further training when your certificate expires.
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