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Customer Care and Conflict Management

Introduction

A three hour course suitable for all staff dealing with customers/patients on a face-to-face basis, telephone or email.  This session will explore why customer care is important and how it links to relevant regulations and how good customer care can help to reduce conflict and how to ensure consistency of care.

This is a learner centered course which will include interactive exercises, group discussion and workbook activities.  For further professional development we recommend the ‘Customer Focused Communication’ course which compliments this session and will ensure staff have positive communication skills to ensure first-class customer care.

The aim of the course is for participants to gain a greater understanding of what customer care is, the difference between good customer care and excellent customer service and how their own attitudes, beliefs and values can influence how well and to what level they offer customer care.  It also explores the role of the patient as a customer, how conflict can arise and what to do if it does; email etiquette and personal reflections.    We do review the importance of positive body language and also email etiquette etc.  Our Customer Focused Communication course focuses more on how and why people communicate and also communicating across barriers such as dementia, learning difficulties and compliments the Customer Care course.

Syllabus

  • Why Care? The purpose, definition and benefits of customer care
  • Why conflict occurs
  • Conflict escalation
  • How positive customer care can reduce conflict
  • Customer centred communication
  • Listening and responding
  • Solution finding
  • Email etiquette
  • Consistency and customer care

Prerequisite

None

Validation Period

3 Years

Duration

3 hours

Cost

This course is delivered in-house for a flat charge of £345 for up to twenty delegates attending.  All certificates and materials are included.  No VAT is charged.

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