Who should attend

This course is designed for frontline staff who have regular and frequent customer contact.
The course will give you a chance to review your current customer service and identify ways you can manage yourself to develop your service and have a positive impact on your customers

Key areas

By the end of this one day course you will have:

  • Identified what matters most to your customers when you are providing a service
  • Discussed the elements of great customer service and competed a pre course self assessment exercise to identify areas for improvement
  • Agreed templates for greeting customers, responding to complaints and to requests that you are unable to fulfil
  • Understood the importance of managing your mindset, assessed your own resilience and planned steps to increase your resilience
  • Assessed the impact and significance of demonstrating empathy
  • Directed an actor to improve her customer service and resilience
  • Created a personal action plan to enhance customer service

Further information