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Course Content

Customer Care

Course Overview

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On average this
course contributes
3 hours hours
towards your CPD

This Customer Care course has been created to give businesses guidance on how to get that edge above competing establishments.

With the intense competition nowadays having a great product at a great price can only get you so far. Better customer care may be that difference causing customers to choose you above other suppliers offering the same products or services.

Completing this course will help you understand why businesses need good customer care. You will learn the causes of poor customer care, good customer care skills and how to handle complaints.

On completion of this course learners will:

  • Recognise why you need a customer care programme
  • Understand barriers to good customer care
  • Understand customer care skills and how to use them to overcome those barriers
  • Be able to develop a complaints handling procedure that strengthens the bond between your company and your customers
  • Have a plan to install a customer care programme in your company

When you've completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.

Course Details

Lesson Plan

The subjects covered in this module include:

  • Customer Care: Introduction
    • Who is this for?
    • What is customer care?
    • What do customers expect?
    • Challenge or opportunity?
    • Self-assessment
  • Why you need good customer care
    • Customer care does make a difference
    • Income verses cost
    • Selling to customers
    • Customer satisfaction
    • Media
    • Recommendations
    • People don't just buy the product
    • People buy the experience
    • Customer expectations
    • Company image
    • A negative cycle
    • Happy customers
  • Causes of poor customer care
    • Lack of customer orientated mission
    • Lack of understanding what business is all about
    • Lack of appreciation of their role
    • Lack of commitment
    • Lack of commitment: Communication
    • Lack of employee welfare
    • Lack of internal cooperation
    • Lack of confidence or ability
  • Customer care skills
    • Skill overview
    • Attitude and behaviour
    • Appearance
    • Body language
    • Body language: open or closed?
    • Body language: warm or cold?
    • Body language: mirroring
    • Body language: personal space
    • Eyes and ears
    • Words and expressions
    • Open questions
    • Giving attention
    • Assertiveness
    • Customer perception
  • Handling complaints
    • How to turn around an angry customer
    • Gather information
    • Talk to your customers
    • Utilise the experts
    • Challenge yourself
    • Dealing with complaints
    • Handling complaints
  • Your campaign
    • Employer or employee?
  • Employer
    • Your campaign plan
    • 12 steps
  • Employee
    • Your campaign plan
    • 8 steps

Target Audience

This course is aimed at owners and managers of both small and large businesses. However, everything still applies to you if you are an employee.


It is estimated that this module will take approximately 3 hours hours to complete (depending on learning speed). The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with 124 interactive screens and multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.


On completion of this course you will be able to print a Virtual College certificate.

CPD Accreditation

The content of this course has been independently certified as conforming to universally accepted Continuous Professional Development (CPD) guidelines

Entry Requirements

There are no specific entry requirements for this course.

What our customers have said

It was a good course to highlight how the employer can help their employees and what to look for to highlight poor service as your own service skills are often taken for granted as you automatically act
14/02/2017 GP
Ability to do it anytime. To leave it and then return at a more convenient time as well as when we have time. Ability to turn sound off as I can sometimes only be able to access it when other people are around.
12/02/2017 MK
It was interactive instead of just simply reading line after line of information which can become tedious.
9/02/2017 DS
The activities are good to engage with the e-learning instead of just reading constantly.
13/01/2017 GM
As it was on the computer and with the use of headphones, I found this a good way of concentrating on the information given.
19/02/2016 CM
Very easy
30/10/2015 AS
I liked the interactive parts, they made me think about what I had read and understood
NC 06/08/2015
I liked the statistics of major companies who are successful and how they have managed to get to that level
CP 26/06/2015div>
Interesting module and very informative and the system is implemented well as I could come back to it at any time and start where I left off
MW 12/05/2015
The exercises given throughout the modules helped to keep the information fresh in my mind ready for the quiz
KR 11/05/2015
It was easy to start, navigate through just all round made simple to use
DS 20/04/2015
I found the module to be very good and I am hoping to be able to do other topics
AH 31/03/2015
I felt that the Module was well laid out and easy to understand
MK 26/02/2015
Easy navigation.Interesting statistics.Easily understandable case studies that are easily related to other industries
CC 29/01/2015
It was very professionally done, very clear, good examples and choice of topics. Very satisfied indeed!
MS 13/01/2015
This is one of the better courses that I have completed on the e learning
CF 11/11/2014
It helped a great deal with providing good customer care training to myself and others
AO 25/08/2014
This system, and the modules, are very easy to use, and an effective way of learning necessary skills
JB 13/08/2014

Cost and Discounts

£30 + VAT - This cost is for a single user.

Discounts are available for multiple users (10 or more) for more information please contact, or telephone UKVC Sales on 01943 885095.

How it Works

The information below is specific to this particular course. If you would like a more general guide to how our purchasing and learning works please visit the Four Easy Steps page which should tell you all you need to know.

Alternatively; if you have a specific question or concern why not contact us directly ?


This is an online course, all the training will be taken through your browser window. There will be no face-to-face sessions with instructors nor will you receive any training material through the post. If you wish you may print out any page of the training material, and may also print the notes you took during the training.

You can also revisit the training material at any time, even after you have completed the course.


The material for this course has been broken down into several smaller lessons, each lesson dealing with a specific area of the overall subject.

The lesson consist of a series of pages in which an instructor will talk you through the lesson material at a pace that suits you. Pages may also include supporting pictures, graphs, animation or extra sounds to help with the learning where appropriate. Some lessons will include challenges/quizzes to help you keep in touch and interested in the material.

Lessons can be taken in any order and each lesson may be PAUSED and RESUMED at any stage. When all lessons in the course have been completed our system will realise and automatically record that you have successfully completed the course


This course is delivered fully online allowing you to learn at your own pace, however an average duration would be 3 hours hours.

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Once the payment has been accepted you will immediately be allocated an account in our Training Management System, and you will be able start your training right away.

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