It's Everything You Do

Customer Care Course

Customer Care is the most popular starting point for most of our customers; The course serves two purposes.

  1. Make all staff realise that maybe they could do more or be better; we have to make them think differently. If they think differently, they may act differently
  2. The organisation will find things out about the staff on the training; now we must use this information to create a support mechanism for the team to ensure they have the best possible opportunities to shine.

It’s a two-way process, and the organisation needs to be in the driving seat.

Meeting Training

Part 1 - Training Day

Training bespoke to your organisation. Training is based upon real-life leisure experiences, to ensure that the teams are engaged and buy in.

There are lots of elements to the day which include practical as well as educational content. Staff will be involved in the day, via interactive sessions, brainstorming, practice and checks for understanding. Your team know how to run the business; they just may not realise it yet.

Making team members realise that they may need help and that maybe some change would benefit not only the customer but also their job role, is key to the day. This day isn’t about telling them it is about training them

Part 2 - Changes needed to make it stick

From the course, the findings will be presented back to the management team.

The training day will have an impact on the staff, but we need to ensure that changes are made, so new behaviours shine through and stay consistent. The presentation will not only highlight areas of concern but will also provide the solutions based upon best practice from over 100 organisations across the UK and channel islands For actions to happen it helps if we can make people accountable for them, the afternoon session does just this.

They are allocating responsibility to staff with realistic timeframes to ensure that the improvements happen. Tools can also be provided to ensure that you don’t have to reinvent the wheel.

Part 3 - Making you self-sufficient

CCLS are more than happy to train your organisation to become self-sufficient; in fact, we sort of insist this happens were possible.

Your organisation will always need to induct customer care and re-train, so we like to make sure you have all the tools you need to be able to do this for yourselves once we have gone. The standard way this is done is as follows:

Your trainer will be part of the course, Day 1, Day 2 they will work with our trainer and get used to the powerpoints etc. and the handouts Day 3 Make notes and prepare to team teach. Day 4 either team teach or present the whole day. All the tools will then become yours to use and adapt.

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