SPS range of customer care training courses help all staff involved in customer-related roles to become confident and successful in their jobs. We provide them with a range of new skills, teach them how to manage themselves and how to deal with clients.

Effective training needs careful preparation and attention to individual circumstances, since every workplace -- and every person within it -- can have different requirements.

Before we deliver your training, we talk to you to discuss your situation, the working environment and the needs and personalities of each delegate. We agree objectives for the training, then tailor the course exactly to your needs.

Course Content

Customer Service Fundamentals
• Customer service and customers • Customer interaction • Customer expectations

Customer Service Skills • Attitude and attention • Quality of service • Problem resolution

Customer Management • Dissatisfied customers • Angry customers • Upset customers • Stress in service situations

Customer Communication
• Communication fundamentals • Interpersonal communication • Telephone skills • E-mail etiquette