Customer Care

This half day package is wonderfully interactive and can be delivered at all levels from operatives to upper management. The session is filled with life models and delegates always have major light bulb moments regarding their own situation and their surrounding environment. This package significantly raised the customer satisfaction rating of a County Council following delivery to it’s Highways staff and Highways Inspectors

Aim

To teach strategies that will enable delegates to understand and effectively resolve issues with members of the public and colleagues more effectively

Objectives

By the end of the session delegates will:-

1. Describe customer needs
2. Discuss the effects of ineffective communication
3. Understand the process of effective communication
4. Describe and discuss defusion and resolution
5. Identify best practice when dealing with customers

Assessment method

This module is certificated when a delegate attends the session. There is the option of clients requesting an end of session written test for their own records if required, which is a multi choice question examination with a 70% pass mark.

Pre-requisites

None

Target audience

Any staff member when it is important that they can interact with others effectively, defusing and resolving situations to an outcome without escalating conflict, and if conflict does occur they understand the potential outcomes if the situation is not managed efficiently.