Open Course
Scheduled courses for individual bookings available in some locations.
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
