Customer Service
This one-day course explores key elements of customer service and its importance to the overall customer experience and to the organisation in respect of its reputation, wider community benefit and long-term survival.
Course Aims
- 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'
Course Objectives
- 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
Course Programme
- Introductions and housekeeping
- Hopes & Anxieties
- Vision, Mission, Values, Strapline
- Who are your customers?
- What is Customer Service?
- Communication with the customer
Building Rapport
Body Language & Comfort Zones
Words & Language
Questioning Style
Active Listening
Empathy
Dealing with aggression - Personal & Professional Boundaries
- Personal Impact
- Scenarios
Course Duration
Up to 6.25 hours (i.e. 10am to 4:15 pm)Including breaks and 40 minutes for lunch
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.
Webinar Topic |
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 |
Course Fees
Type of organisation
half day
full day
charitable/not for profit
-
£700
other organisations
-
£860
Training costs include:
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Webinar costs include: Attendance of the Webinar session only
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel. Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
