OVERVIEW OF THE DAY:
Customer focus is becoming an increasingly important aspect of University life and something we need to be aware of in all our interactions. This training day is an opportunity for you to reflect upon the principles outlined in your Customer Service Charter and share your ideas for building on what you do well and developing innovative approaches to existing challenges.
All teams benefit from taking time out of their work environment to reflect on their skills. This programme has been designed to help you to develop both your competence and confidence in dealing with customers. You will benefit from both the tutor’s and your colleagues’ experience to help you recognise professional practise, further develop your interpersonal skills and find new ways of approaching situations. It is an opportunity to spend a day away from the hustle and bustle of the workplace thinking about the skills you use.
The future success of the organisation depends on each and every one of its staff team recognising the importance of their job and working together to provide a quality service. This training day aims to explore all of the above in an active and enjoyable way.
The facilitator for the Day will be Sylvia Vacher of Objectives Training and Development who is very much looking forward to working with you.
PROGRAMME:
Introductions and expectations
Putting the Customer Service Charter to work
Developing professionalism and a seamless service
The customer feedback loop
Proactive and positive – developing Wiser Working
Systems and Procedures
Team skills for customer success
What can we do more of?
What can we do less of?
Supporting each other – the internal customer network
Lunch
Interpersonal skills for customer focus
Communicating for success and without stress
Developing sustainable relationships in the workplace
Questions, listening and body language
Putting it into practice
What people say – handling criticism
The verbal handshake and telephone skills
Working with diversity
Handling conflict and difficult situations
Action Planning for success