This is a key customer contact role which requires the right customer skills necessary to deliver quality services in todayÔÇÖs complex environment
Customer Care


This training has been designed for people who act as key customer representatives and are the initial point of contact for incoming phone, email, and internal requests for service. The customer care role is responsible for leading the effort to manage the distribution of calls by listening properly, asking the right questions, and properly identifying customer needs and expectations.

The practical tools and exercises in the training will improve the participant’s ability to effectively work with different types of customers and colleagues, while solving technical issues over the phone or via the internet.

Objectives of the training

After this training, participants will be able to:

  • Manage customers remotely and set the expectation for the service delivery as the first point of contact in the service delivery chain
  • Communicate with customers and be sensitive towards their service needs
  • Understand the service delivery chain and how to cooperate with others to ensure you deliver high quality service
  • Understand how to plan and prioritise your service tasks and ensure they fit in one day
  • Understand what it means to have a customer centric attitude and how his will help to better serve customers and to better work with colleagues

Training outline

The training consists of the following modules:

  • Communicating with customers
  • Managing customers remotely
  • Know the service delivery chain and how to cooperate with others
  • Understand and manage the customer service experience
  • Customer centric attitude
  • Acting as a trusted advisor when delivering service
  • Understand how to apply business competencies in delivering service
  • Work with service management applications
  • Ensure all service delivery tasks fit in a day
  • Manage your personal development in the service organisation

Training Features

Language: English (other languages upon request)

Price: Online Self-Paced: € 895

Online Coach-led: € 1,895

In-house: On-request

Duration: +/- 30 hours of self-learning that can be spread over one year

For whom: for people that are responsible for managing customer requests for service and act as the first point of contact

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