Overview
Who is this for?
This course is for any member of the team who interacts with students, customers and the general public. Preferably as a team, we have delivered the course to retail staff, front of house, security, ticket sales, student support services and even chefs!
Why should I take part?
This course can be adapted to focus on the institutions requirements and deal with any specific feedback you may have for your teams. The core of the course remains the same though starting with dealing with change, customer perception, what the customer wants and their expectations, exceeding expectations, and dealing with difficult situations.
How will it help me?
During this course, you will…
- Learn how to deal with change
- Understand how your own and customer perceptions can impact how you deal with customers
- Analyse what customers want
- Review customer expectations
- Complete a gap analysis on your own institution customer service delivery
- Focus on quick wins to change and achieve excellence in customer service
- Understand reputation and your role as a brand ambassador within the Vision and Values of your institution
- How to deliver excellent communication and deal with difficult situations
Following the course you will…
- Have a certificate of attendance for your employee record
If you are a Full or Associate Member and would like to hold a face to face course please contact us through the Foundation at [email protected] with an idea of the number of staff and a few dates you have in mind and we will do our best to accommodate.
