Customer Focus Day

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

Objectives Training and Development was set up by Sylvia Vacher MA BA(Hons) MCIPD FAETC in 1989 to: “Provide training and development services, for both individuals and organisations, enabling them to identify and achieve their objectives in a positive, healthy and fulfilling way” Sylvia believes that the way to achieve this is by identifying and developing Sustainable Behaviours and encouraging Wiser Working at an individual, team and corporate level. Sylvia’s training style is dynamic, participatory and effective.