Welcome Host for Local Authorities - customer service training
Designed specifically for staff working in local authorities, this innovative course will help you establish a customer-focused culture throughout your organisation.
You will look at how to:
- appreciate the value of customer service within local authorities
- identify methods used to measure service standards
- communicate effectively with customers face-to-face, on the telephone and in writing
- identify and anticipate the needs of different kinds of customer
- resolve problems and difficult situations
- promote usage of local authority services
For booking enquiries please contact your local Welcome to Excellence manager
FIND OUT MORE ABOUT THIS COURSE:
Full course details
This unique one-day course will transform the way local authority staff see their role and help them improve the quality of their customer service, equipping them with practical skills and strategies.
A combination of inspirational instruction, group activity and personal action planning, this exciting programme will instil a fresh perspective on their role and a new understanding of how to deliver great customer service in a local authority.
Welcome Host for Local Authorities covers:
- The value of excellent customer service
- The organisation of local government
- An overview on local authorities and their role
- Working for a local authority
- Internal and external customers
- Key elements of customer service
- Changing expectations of customers
- Setting and maintaining standards
- Creating a good first impression
- Effective communication
- Verbal communication
- Body language
- Listening skills
- Written communication
- Telephone techniques
- Providing information and advice
- Meeting specific needs
- Language and cultural diversity
- Accessibility
- Different ages of customers
- Dealing with difficult situations
- The 'nice' customer
- Handling complaints effectively
- Recognising different behaviours
- Resolving problems
- Increasing service usage
- Promoting your services
- Improving quality
- Assessment activity
Course prices
Open course price: £90.00
In-house course price: £850.00
