Welcome Host for Volunteers - customer service training

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Welcome Host for Volunteers overview

This half day course has been designed specifically for volunteers who come into contact with members of the public while at work and will help participants to improve their customer service and communications skills.

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You will find out how to:

  • recognise the importance of customer service when volunteering
  • identify key elements of excellent customer service
  • identify the expectations of your customers
  • create a favourable impression
  • communicate successfully with customers
  • provide information and advice to customers
  • meet additional needs
  • deal effectively with difficult situations
  • use your customer service skills to increase service usage
Full course details

This half day course will help volunteers see their role and improve the quality of their customer service, equipping them with practical skills and strategies.

Welcome Host for Volunteers covers:
1
Welcoming customers
    • The value of excellent customer service
    • Why are we here?
    • Activity: What do you want to achieve?
2
Understanding our customers
  • The customer experience
  • Activity: When you're the customer
  • Internal and external customers
  • Activity: Your internal customers
  • Activity: Who are your external customers?
3
Working as a team
  • Working successfully with your colleagues
  • Characteristics of customer-focused teams
4
Delivering service excellence
    • Key elements of customer service
    • Activity: Key characteristics
    • Customer service trends
    • Activity: Changing expectations
    • Activity: Check your level of service
    • Setting and maintaining standards
    • Activity: What are your standards?
    • First impressions
    • Activity: Impressions
    • Activity: Creating a favourable impression
5
Communicating successfully
    • The communication process
    • Activity: Types of communication
    • Activity: Choosing your words
    • It's not just what you say....
    • Activity: Body language
    • Activity: Why aren't you listening?
    • Are you listening?
    • That's a good question
    • Activity: Open and closed questions
6
Providing information and advice
  • Presenting information to customers
  • Activity: Providing information on facilities and services
7
Meeting additional needs
  • Activity: Additional needs
  • Providing an accessible service
  • Language and cultural diversity
  • Activity: Different cultures
  • Welcoming customers of all ages
  • Activity: Different needs for different ages
8
Dealing with difficult situations
  • Activity: Complaints and dissatisfaction
  • Customer dissatisfaction
  • Activity: Handling complaints
  • Resolving challenging situations
9
Acting as an ambassador
  • Encouraging repeat business
  • Activity: Promoting your organisation
  • Improving quality
  • Activity: Improvements you can make
10
Assessment activity
Course Prices

In-house course price: £750.00

Course delivery options

Open Course

Scheduled courses for individual bookings available in some locations.

In-House Course

Delivered exclusively for a business, organisation or project on a date and location of own choice.

Bespoke Course

Producing new or customising content to precisely match business, organisation, destination or project requirements.

Train the Trainer

Members of your team become accredited to deliver in-house courses for your business, organisation or project.

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Enquire about this course

If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

Or you can contact us at:

023 8062 5533 [email protected]
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