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Customer Care

Understand how to deliver truly exceptional customer service

Benefits to you and your organisation

improve the service you deliver to clients, users or ‘customers’. Service users/customers will make better and more efficient use of your resources

staff morale will improve as individuals feel more confident dealing with clients and able to tackle issues that arise

satisfied service users/customers will feedback to friends, colleagues and even funders on improvements to your organisation

bring about a cultural and attitudinal shift in your organisation – rather than the superficial ‘have a nice day’ approach

feel the secondary benefits: reduced bureaucracy, less stress-induced absenteeism, a more empowered staff and a fall-off in time-wasting complaints

Core modules

Profiling external customers and understanding internal customers: analysing current external customer needs, potential problems and strategies, introducing the concept of internal customers, team building through customer care

Delighting your customers – quality and customer care: setting service standards, drawing up a customer charter, setting Key Result Areas (KRAs) for quality, maintaining continuous improvement

Professional telephone behaviour: projecting a positive image via the telephone, dealing with enquiries effectively, questioning techniques, the verbal handshake

Face-to-face customer relations: presenting positive personal image, body language and interpersonal skills, techniques for front liners

Handling complaints: identifying sources of problems, dealing with aggression, follow up action, assertiveness

Learning approaches

The programme is carefully structured to ensure participants derive practical workplace skills. We combine a variety of training techniques including role play, syndicate work, practical exercises and case studies.

Duration	2 days (standard)
Documentation	Workbook containing all topics covered during the programme.
Contact	Only available in-house.
Booking Info	Only available in-house »
	Please contact us if you'd like to discuss your training requirements with our team, or would like more information

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Amnesty International needed a new strategic framework to cope with the different human rights situation globally. We created a tailored strategy map.
Age UK, the major UK charity was the product of a merger. They needed a new approach to income generation and we helped them to shape their new programme.
In need of a country strategy, the Alliance turned to us after they set up a new regional office in Uganda.
The UK government needed some inspiration for new politics, they turned to =mc learning and development for innovation training for senior civil servants.
Increasing global fundraising capacity. We were excited to help the British Council staff in Russia secure a 1 million Euro sponsorship deal!
For Concern, =mc learning & development team provided a global leadership programme for managers and country directors – linked to a multicultural competence framework.
Turning a local authority department into an independent organisation means major change! We supported DGHP to create new ways of working.
Greenpeace International needed advice on innovation to help engage younger people in the environmental agenda – we designed a systematic programme to help with this.
Mind wanted to be more aligned across departments to create a joined-up organisation. =mc consultancy helped them to create a new culture. Our clients We're proud of the clients we work with. Click on the logos below for more information.
The National Trust for Scotland needed a system to prioritise their projects. =mc introduced a special version of the strategy map.
NMSI, the UK’s largest museum cluster (including the Science Museum), asked us to assess their potential for increasing their unrestricted income.
Find out how we helped them to embed innovation as part of NSPCC’s organisational culture through driving forward innovation and knowledge management.
We’re ecstatic to have been awarded a National Training Award in 2008 with Plan International for their blended management learning programme for INGO staff.
=mc’s fundraising team were asked by this international federation – the largest INGO in the world – to help them develop their global fundraising strategy across 198 nations.
Growing a culture of innovation. We designed an innovation framework to help the RNIB achieve culture change and boost income.
We helped Sightsavers develop a new global strategic direction that achieved record levels of engagement across the organisation.
UNICEF UK asked us to help them develop a powerful case for support – follow the story of Our 5 Promises to Children.

Understand how to deliver truly exceptional customer service
Only available in-house »

Who should attend?

Anyone who manages customer service, frontline and support staff who have regular contact with customers.

The bespoke Customer Care programmes =mc designed were invaluable for the staff at the Customer Contact Centre and provided us with focus, confidence and helped us to further develop our attitudes and behaviours positively. With such an important issue, they pushed our boundaries when needed.

Cathy Eastwood, Contact Centre Manager, Canterbury City Council

Transforming the performance of ethically-driven organisations worldwide

Customer Care

Benefits to you and your organisation

Core modules

Learning approaches

Amnesty International needed a new strategic framework to cope with the different human rights situation globally. We created a tailored strategy map.

Age UK, the major UK charity was the product of a merger. They needed a new approach to income generation and we helped them to shape their new programme.

In need of a country strategy, the Alliance turned to us after they set up a new regional office in Uganda.

The UK government needed some inspiration for new politics, they turned to =mc learning and development for innovation training for senior civil servants.

Increasing global fundraising capacity. We were excited to help the British Council staff in Russia secure a 1 million Euro sponsorship deal!

For Concern, =mc learning & development team provided a global leadership programme for managers and country directors – linked to a multicultural competence framework.

Turning a local authority department into an independent organisation means major change! We supported DGHP to create new ways of working.

Greenpeace International needed advice on innovation to help engage younger people in the environmental agenda – we designed a systematic programme to help with this.

Mind wanted to be more aligned across departments to create a joined-up organisation. =mc consultancy helped them to create a new culture. Our clients We're proud of the clients we work with. Click on the logos below for more information.

The National Trust for Scotland needed a system to prioritise their projects. =mc introduced a special version of the strategy map.

NMSI, the UK’s largest museum cluster (including the Science Museum), asked us to assess their potential for increasing their unrestricted income.

Find out how we helped them to embed innovation as part of NSPCC’s organisational culture through driving forward innovation and knowledge management.

We’re ecstatic to have been awarded a National Training Award in 2008 with Plan International for their blended management learning programme for INGO staff.

=mc’s fundraising team were asked by this international federation – the largest INGO in the world – to help them develop their global fundraising strategy across 198 nations.

Growing a culture of innovation. We designed an innovation framework to help the RNIB achieve culture change and boost income.

We helped Sightsavers develop a new global strategic direction that achieved record levels of engagement across the organisation.

UNICEF UK asked us to help them develop a powerful case for support – follow the story of Our 5 Promises to Children.