Customer Care - Beyond the Basics

The quality of customer care is a make-or-break factor for the viability of any commercial enterprise and the effectiveness of every public service. How people are treated by employees in customer-facing roles is the primary determinant of their satisfaction. Whether a customer returns for repeat business (vital for commercial organizations), is satisfied with the help received (critical for public services meeting targets), or, conversely, is prompted to make a complaint, owes everything to the skills and attitudes of customer service personnel.

This course is designed to take your practice beyond the basics, covering a range of important, advanced issues that help staff not only achieve good practice but also strive for the highest possible standards and the best possible outcomes. A key component of the curriculum is a thorough consideration of the various pitfalls to avoid—common, costly errors that repeatedly stand in the way of ensuring customers or clients have a positive experience of the organization. Being able to recognize and steer clear of these problems prevents a great deal of unnecessary complications and damage to reputation. If you are committed to elevating your customer care practice to the next level of excellence and professionalism, this course provides the blueprint.