• “Copperline’s training has had a huge impact on our business and we have reported increases in productivity in many business units.
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    (Training Consultant, Metropolitan Health Group)

Training Courses

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Training Courses > Caring Customer Relations

Caring Customer Relations

Course Duration:
1 or 2 Days (optional follow-up sessions also available)

Who Should Attend:
Anyone who interacts with the customers of a business

Course Outcomes:

Day 1:

  • Defining Marketing and Customer Relations
  • Identifying and understanding your company’s image
  • Understanding the role of staff in the marketing of the business
  • Ensuring effective verbal and non-verbal communication
  • Developing effective, professional telephone and front-desk discourse
  • Improving listening skills (active & reflective listening)
  • Developing effective questioning & problem-solving techniques

Day 2:

  • Understanding your customer
  • The “Happy Prisoner” Concept
  • Appropriate use of e-mail and other written correspondence
  • Building good business relations with written correspondence
  • Dealing with complaints efficiently, pro-actively and professionally
  • Understanding difficult customers
  • Dealing with difficult, angry and irate customers
  • Turning complaints into positive opportunities
  • Building co-operative relationships and personal rapport
  • After-sales service and follow-up – Ensuring customer loyalty
  • Handling stress
  • Individual problem-solving exercises
  • Developing an attitude of personal responsibility
  • Developing a positive attitude at work

Are you interested?