Customer service

This workshop will equip participants with essential skills and knowledge to deliver exceptional customer service. By understanding key principles, effective communication techniques, and strategies for handling challenging situations, participants will enhance their ability to serve their customers.

Course content

Understanding customer service

• The importance of customer service in the public sector
• Examples of good vs. poor customer service – case studies
• Key principles and values
• Managing customer expectations
• Effective communication
• Dealing with different personality types
• Active listening
• Verbal and non-verbal communication

Handling difficult customers

• Dealing with angry or upset customers
• Strategies for managing disruptive customers
• Conflict resolution
• Automation vs. personal touch

Measuring performance

• Which are the areas where I can improve my personal performance
• Which are the areas where I can improve team performance
• Continuous improvement

Duration

9:30am to 4:30pm.

Equipment

No equipment is necessary for you to bring to the course. Pens and note paper will be available.

Refreshments

A sandwich or salad with crisps and cake is provided, as well as hot and cold drinks.

Cost

£109.

Book a place

You can check the availability of our courses or make a booking on the link below.