Administration & secretarial · Short course
Customer Care
Understanding customer needs and handling service interactions constructively.
The programme
Programme overview
Expanded indicative outline. The subject areas are described below; proposed activities and final delivery requirements are confirmed with Ratomac before booking.
Understanding customer needs and handling service interactions constructively.
The programme brings together customer needs, service communication, handling concerns and service improvement. The expanded outline below shows how these areas can be explored through explanation, discussion and the preparation of relevant work products.
A proposed workshop runs through the programme: Customers receive inconsistent explanations and repeatedly contact the organisation about unresolved requests. Participants would examine the situation in stages, use the information provided and explain the basis of their decisions. The workshop is fictional and can be adapted when the final training plan is agreed.
Who should attend
Is this programme for you?
This outline is relevant to the following roles. Suitability and any formal entry requirements should be checked for the selected programme.
- Customer-facing staff, service coordinators and supervisors.
- Individuals preparing to take on responsibilities in this area.
- Teams seeking a shared approach to the work described in the programme.
Purpose of the learning
Intended learning outcomes
- Identify customer expectations across a fictional service journey.
- Practise a clear response that checks understanding.
- Handle a complaint scenario with appropriate escalation.
- Use a feedback sample to identify a service improvement.
- Combine the module outputs into a reasoned response to the programme’s workplace scenario.
5 learning blocks
Detailed programme outline
01Customer needs
This part of the programme examines customer needs, with attention to expectations and service context. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Expectations.
- Service context.
- Applied work: identify customer expectations across a fictional service journey.
Illustrative practical exercise
Identify customer expectations across a fictional service journey. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
02Service communication
This part of the programme examines service communication, with attention to listening and clear responses. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Listening.
- Clear responses.
- Applied work: practise a clear response that checks understanding.
Illustrative practical exercise
Practise a clear response that checks understanding. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
03Handling concerns
This part of the programme examines handling concerns, with attention to problem-solving and escalation. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Problem-solving.
- Escalation.
- Applied work: handle a complaint scenario with appropriate escalation.
Illustrative practical exercise
Handle a complaint scenario with appropriate escalation. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
04Service improvement
This part of the programme examines service improvement, with attention to feedback and consistent follow-through. The practical task connects the subject to the programme’s workplace scenario and gives participants a specific output to discuss.
Topics to explore
- Feedback.
- Consistent follow-through.
- Applied work: use a feedback sample to identify a service improvement.
Illustrative practical exercise
Use a feedback sample to identify a service improvement. Explain the information used, identify any assumptions and take part in a review of the proposed approach.
05Integrated workplace workshop
Customers receive inconsistent explanations and repeatedly contact the organisation about unresolved requests. The final workshop connects the earlier work rather than treating each topic as an isolated activity.
Topics to explore
- Bring together the outputs from the earlier modules into one coherent response to the scenario.
- Check that the recommendation addresses the original problem and is supported by the information available.
- Identify responsibilities, dependencies and matters that require specialist input or further evidence.
- Present the proposed response and revise it after questions from the facilitator and other participants.
Illustrative practical exercise
Prepare a concise presentation for the fictional organisation. Include the proposed response, the evidence supporting it and the decisions still required. Finish with a reflection on which aspects could be relevant to your own work.
From discussion to application
How the programme could be delivered
The proposed learning approach combines facilitator-led explanation, discussion of the subject areas and guided work on the fictional scenario. Each module produces a practical output that can be reviewed and improved.
Participants can work individually or in small groups to compare interpretations, explain their decisions and identify missing information. Feedback focuses on the connection between the task, the evidence used and the proposed response.
The final workshop brings the module outputs together. Ratomac will confirm the delivery format, learning resources, entry requirements and any formal assessment or certification arrangements for the selected programme.
Discuss your requirements
Dates, duration & arrangements
Contact Ratomac to agree the final programme, duration and delivery format. Include your preferred timing, location and whether the enquiry is for yourself or a team.
Discuss this programme ↗Indicative outline for discussion. The final syllabus is agreed with Ratomac before booking. The expanded learning activities and workplace scenario are original proposals for discussion with Ratomac.