|
 Overview
Every customer expects a courteous, efficient and professional service. If you have to deal with members of the public, then you must be aware of the importance of customer care, and its impact on your own work and the work of the wider organisation. Providing a quality service is more than simply providing the goods or service required. It is making the service receiver feel that they have been well looked after.
Course aims
To enable delegates to identify the elements of quality service provision; to recognise the contribution they can make towards quality service; and to investigate the potential for service improvement.
Who should attend?
Anyone who deals with internal and external customers through written, electronic or telephone communication.
What you will gain
Understand the kind of service the customer wants and expects, and develop your own ideas for providing that type of service. Develop skills needed to build good customer relationships, both internally and externally. See the benefits of providing a good service and having a positive attitude.
Course objectives
By the end of the course you will be able to: -
- Identify your internal and external customers.
- Understand the principles of providing a quality service.
- Recognise what customers require from service providers.
- Recognise the role of interpersonal skills in quality service provision.
- Identify positive methods of handling problems and complaints.
- Review service provision in their work unit and identify potential areas for improvement.
- Recognise effective behaviour on the telephone.
What you will gain
Through practical tips, guidelines and practice, gain a clearer understanding of the processes of briefing, the importance of clarity and quality presentation. Through input from an experienced course tutor and group discussions with fellow delegates, receive other people’s viewpoint, advice and perceptions.
What delegates have said about this course
“Great use of role-play.” - PA (Communities and Local Government)
“I would thoroughly recommend this course to others” - TM (Department for Transport)
|
