The customer’s first impression of the council is extremely important and must carry its values and vision. This full day course will describe and demonstrate everyday customer service, and will go on to cover how best to deal with those particularly challenging customer needs or behaviours.
Who should attend?
Particularly relevant to everyone at the council that deals directly with customers.
Please note we may need to postpone this course should there be insufficient numbers to make it viable.
What will it cover?
The course will cover those basics of good customer care that apply to all modes of contact (phone/correspondence/face-to-face), while the emphasis can be adapted to the particular roles of those who attend.
On completion of the session you will be able to:
- Define customer service
- Describe three key elements of the effective customer care
- Provide courteous, efficient and effective customer care
- Apply a range of techniques to manage difficult situations
- Apply council policies and procedures to your dealings with customers.
Further courses to consider
E-Learning Modules to Consider on learnPro (CLIVE)
Programme – Moray: Customer Service Excellence
Essentials – Moray: Equality & Diversity Awareness