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Customer Service that Counts

Completed 2009

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Embracing the challenges of effective customer care in the 21st Century

Course aims

Providing great customer service is rapidly becoming a competitive advantage for many companies, so this course ensures that staff understand the benefits of customer care and retention and the impact on the business.

Who will benefit?

Staff with a customer-facing role including telesales, order takers, customer service staff, sales representatives, retail workers and any staff who have contact with customers either face to face or one the phone. Also junior marketers and those charged with improving customer service in their organisations.

Why should you attend?

To learn techniques to improve your customer care

To understand the needs and behaviours of your customers and how to assist them

To increase confidence and retain control in challenging customer facing situations

Key content

Unit 1 – Knowing your customers and why they behave the way they do

  • Defining good service
  • Expectations, needs, wants and delight
  • How to interpret what customers are really saying– making the most of questioning and clarifying
  • Communication skills, verbal, non-verbal, in person and on the phone

Unit 2 – Customer Service Techniques

  • The Ted Johns 12Cs framework
  • Greeting customers and achieving rapport
  • What to do when things go wrong and dealing with angry customers
  • Challenges for the 21st Century—more demanding customers with more information, responding appropriately
  • The impact of great customer service on the bottom line