COURSE OVERVIEW:
Welcome to the Delivering Customer Care course. This program will equip you with the practical knowledge, communication techniques, behavioural standards, and service management practices required to provide consistently high-quality customer service across all types of organisations. You will explore what customer care truly means, why it is a critical component of organisational success, and how your behaviour, attitude, and professionalism shape customer experiences. This course also highlights how to manage complaints constructively, establish service standards, and create a culture where exceptional customer care becomes a shared organisational value.
This course begins by examining what is meant by customer care and the guidelines of quality customer contact that help shape positive first impressions. You will explore the important question: “Whose customers are they?”, recognising that every member of a team has responsibility for customer satisfaction. This section also examines how to provide quality personal service, the ABC of service as a foundation for consistent behaviour, and the basis of a good attitude to customer care. You will explore why you should respect your customers, the effect of staff behaviour on customer perceptions, and how to meet and greet customers in ways that build trust and rapport.
The next learning area focuses on essential communication conduct. You will explore how not to answer the telephone and how to take the necessary action when the phone has not been answered appropriately. This section also examines why organisations must have competent customer service representatives and how their presence reduces customer frustration, strengthens efficiency, and supports service consistency.
A further section focuses on customer complaints and service recovery. You will explore the importance of customer complaints and how to deal with them constructively and professionally. This section also explains why many large organisations consider complaining customers valuable assets, because complaints reveal service weaknesses, operational gaps, or unmet expectations that can be corrected. You will examine the rules for dealing with angry customers, ensuring that calm, empathy, and clarity guide every interaction.
The program then explores the reasons organisations fail to deliver effective customer care and how to identify your own customer care problems. You will examine why identifying the causes of poor service is essential for solving immediate problems and preventing reoccurrence. This section also examines how to manage for customer satisfaction and introduces a CASCADE of quality—a structured approach to improving service delivery across multiple touchpoints and organisational levels.
A further learning area introduces service improvement and team capability development. You will explore how to create a customer care program, how to improve your own and your team’s ability to deliver better service, and the key role of communication in establishing a quality service culture. This section also explains what customer care standards are, how to set them clearly, and how to monitor customer care standards to ensure consistency, accountability, and continual improvement.
The final learning area examines how to provide a customer care culture, ensuring that service excellence is embedded into daily behaviours, team interactions, and organisational systems. You will explore how leaders, frontline staff, and internal teams all contribute to the collective experience customers receive and how a shared commitment to quality creates loyalty, trust, and long-term organisational success.
By the end of this course you will be able to communicate with customers professionally, manage complaints constructively, enhance customer satisfaction, establish and monitor service standards, and contribute to a workplace culture where exceptional customer care is consistently delivered and valued.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- What is meant by customer care?
- Guidelines of quality customer contact
- Whose customers are they?
- Providing quality personal service
- The ABC of service
- The basis of a good attitude to customer care
- Why you should respect your customers
- The effect of staff behaviour on customers
- How to meeting and greet customers?
- How not to answer the telephone?
- How to take the necessary action for not answering the phone?
- Why you should have competent customer service representative?
- The importance of customer complaints
- How to deal with customer complaints?
- Why large organisations consider customers who complain are valuable assets?
- The rules for dealing with angry customers
- Reason for failing to deliver customer care
- How to identify your customer care problems?
- Why identify the causes to solve immediate customer problems?
- Managing for customer satisfaction
- A CASCADE of quality
- Creating a customer care program
- How to improve your own and your team’s ability to deliver a better quality of service?
- The key role of communication in establishing a quality service
- What are customer care standards and how to set them?
- How to monitor customer care standards?
- How to provide a customer care culture?
COURSE DURATION:
The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.