Customer Care for Front Line Staff

SUMMER OFFER: Book 1 place and get a 2nd at half price

This is a regional course and so provides opportunities for participants to meet people from other authorities and public sector organisations. Participants will discuss a wide variety of customer service issues and be able to identify best practice to include in their personal action plan.

The course is suitable for front line staff who deal with internal or external customers by telephone, letter, email or face to face.

All front line staff need to refresh and update their customer handling skills on a regular basis.

This is especially the case now when staffing levels are reducing and demand for services in some areas is expected to increase.

Handling customers skilfully can increase motivation, reduce stress and prevent customer behaviour becoming aggressive.

Impact/outcomes

By the end of the course participants will have:

• Spent time thinking about personal experiences and their own behaviour.
• Discussed what constitutes good customer care.
• Identified the skills and attitudes required to deliver good customer care.
• Evaluated their own performance when dealing with customers.
• Spent time thinking about and discussing the importance of the listening.
• Discussed how to deal effectively with customers face to face by and email.
• Discussed how to handle difficult/potentially aggressive situations effectively
• Developed a personal action plan.

Programme

What is customer care?

Expectations of our customers

Reputation of our organisation

What constitutes good service?

Positive/negative experiences

Skills of those delivering good service

Good/Bad customer care interaction

Our behaviour/style of communication

Effectively communicating with customers

Dealing with difficult customers

Face to face interaction

Personal presentation skills

Verbal and non-Verbal communication

Telephone interaction

Communication via e-mail

Listening Skills

Evaluation of personal skills

Personal action plans and course evaluation

This course can be adapted to meet specific service requirements by using mini case studies and procedures.

 

Waiting List

Contact Us