Course Outline

Day One

Introduction to Customer Care Strategy

  • Describing customer service
  • Identifying customer expectations
  • Providing excellent customer service
  • Building competitive advantage

Customer Care Process

  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining contact with customers
  • Using positive language and tone of voice

Building company’s brand

  • Brand image on the market
  • Active listening and responding
  • Golden Circle as a core model

Day Two

Handling customer requests

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Assertive techniques
  • Managing emotions during stressful situations

Handling complaints

  • Dealing with difficult situations
  • Resolving problems
  • Coping with unsatisfied customers
  • Conflict resolution strategies

Service recovery

  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints

Day Three

Building customer relationships

  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations

Understand ourselves and others

  • Types of personality
  • Communication with different personality types
  • Psychological client’s typology

Effective Communication

  • Process of communication
  • Practical skills to communicate open
  • Verbal and non-verbal language
  • Open question in Customer Care Strategy

Applying the learning

  • Review of learning
  • Action planning for participants


  21 Hours


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