Customer Excellence

The customer’s first impression of the council is extremely important and must carry our values and vision. To best ensure we provide excellent customer service we provide a number of training solutions to suit your service. 

If you have access to a computer then please go to CLIVE and click on Programmes - there you will find Customer Service Excellence.

If you find class based training is more suited to you then we have a half day course which will describe and demonstrate everyday customer service.

If you are part of a service where employees have no access to computers and limited time away from the service we have an option to train Seniors/Supervisors to deliver tailor made Customer Care Toolbox Talks to their staff. Please contact Employee Development to learn more about this. 

Who should attend?

Particularly relevant to everyone at the council that deals directly with customers.

2020 Dates Available

16 June

Please note we may need to postpone this course should there be insufficient numbers to make it viable.

How to book this course (PDF)

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

Responding to Aggression and Violence

E-Learning Modules to Consider on learnPro (CLIVE)

Programme – Moray: Customer Service Excellence
Essentials – Moray: Equality & Diversity Awareness

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