Your role and what it involves

A customer service and relationship skills training course

Course objectives

Explain the main purpose and function of the role
Define the primary skills, tasks and behaviours required
Explain where and how the role fits into the company structure
Explain the importance of attitude and how this is created
Identify individual as well as team strengths and development areas
Begin the process of designing a personalised development plan

Course content

Introduction and objectives
4 principles for effective customer service and building positive relationships
The role, skills, behaviours and tasks required for the job
Job descriptions, company vision and departmental objectives
The link between behaviour and attitude. Creating the right impression
Review exercise and feedback

Course benefits

Builds loyalty to the organisation
Demonstrates the importance of the role within the bigger picture
Ensures role understanding
Encourages self development
Promotes a sense of belonging

Duration

From approximately 10 am to 4 pm
Including breaks, lunch and learning assessment

Positive impact areas

Retention and recruitment
Personal motivation and attitude
Team work and personal ownership

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This course is part of the ‘Customer service and relationship skills programme’. A suite of 18 soft skills course titles.
 
You can securely purchase the materials to deliver this course for just £79, with the materials available for immediate download. A 1 hour telephone train the trainer with the course author is included. Click the shopping basket to get started.

We accept the following plus Paypal and direct transfer into our account              

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Delivery options 
1. Purchase the materials and deliver internally using your people 

2. Purchase the materials and arrange for us to train your trainers

3. The course author can deliver any of the courses in-house for you

4. Personal one to one training from the author by distance learning

A comprehensive set of skills training materials

Pre course preparation ideas                Detailed facilitator notes  Delegate course workbooks PowerPoint slides and handouts Group and individual exercises Exercise briefing/debrief notes Skills practice activities

Course materials to run 4 to 6 hr training events A learning evaluation exercise with answers  A 1 hr telephone/screen sharing train the trainer Unlimited internal license and printing rights   Post course action plans included Post course follow up ideas Best Practice skills models