- Identify why customer service is so imperative to your organisation's mission
- Establish key principles
- Recognise the need for a service culture
- Differentiate between customer service and the 'customer experience'
- Establish who your customers are plus key elements of good communication
- Consider why you should maintain personal and professional boundaries
- Consider the implications (negative impact) of poor customer service
- Discuss ways to manage common customer service situations
- Introductions and housekeeping
- Hopes & Anxieties
- Vision, Mission, Values, Strapline
- Who are your customers?
- What is Customer Service?
- Communication with the customer
Body Language & Comfort Zones
Words & Language
Dealing with aggression
- Personal & Professional Boundaries
- Personal Impact
Up to 6.25 hours (i.e. 10am to 4:15 pm)Including breaks and 40 minutes for lunch
This course is suitable for
- In-house 'face to face' training
- On-line training 'Live' (using Zoom)
- Webinar sessions
Webinar (on-line seminar)
Taking the main topics from our training day, allowing participants to focus on a specific area only. Each session is delivered ‘live’ on-line using Zoom for approx 60 - 80 minutes (topic plus Q&A), dependent on participant interaction.
Developing a 'Volunteering Culture'
Participants will explore the significance of establishing a ‘Volunteering Culture’ within their organisation (a person-centred approach) from the point of initial volunteer interest, to recruitment and ongoing management
Legal status of volunteers
This Webinar identifies how volunteers fit into a charitable organisation from a legal perspective, what ‘Rights’ they have and how the Charity can reduce their potential risks of legal action by a volunteer
Managing common volunteer issues
This Webinar will initially discuss elements of good practice before identifying various common management issues (scenarios). Participants are welcome raise issues of their own to find a management solution