Course Outline


 Day One

Customer Care Strategy plays an important role in

•        Building customer satisfaction

•        To retain loyal customers

•        Increase levels of repeat business


The Important of Quality Customer Service

•        Quality customer service creates

•        Critical Quality Customer Service Skills

•        Communication skills with customers

•        Conversations over the Telephone

•        E-mail to Enhance Customer Service

Day Two

Building Customer Relationships

•        Basic Needs of Customers

•        Building strong and sustainable relationships with clients

•        Branding Essentials

•        How to Deal with Difficult Customers

•        Telephone and email Etiquettes

•        Do’s and Don’ts of Customer Service 


Applying the learning

  • Review of learning
  • Action planning for participant

Summary and Conclusion


  • There are no specific requirements needed to attend this course.

    Who should attend

  • Managers          
  • Executives
  • Supervisors
  • Team Leaders
  • Staff of Service Organisations
  • New Hirers
  14 Hours


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