• Jumping boy - Front of house and reception skills

    Reception skills – the face of your organisation

    Reception staff are the “ambassadors” for your business.
    However, are they inclined to say “I’m just the Receptionist” rather than acknowledging their vital role in the organisation team?
    The first point of contact a customer has in any business is usually this member of staff who creates the first impressions of your company and this may affect any future relationships.
    This course will provide practical solutions to the day to day aspects of the job, giving Reception staff the confidence to represent the business to all clients, visitors and staff.

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  • Dealing  with Difficult Customers

    Service Users – handling difficult service users successfully

    Dealing with difficult customers and service users is not easy. Sometimes, no matter what you do, some people aren't happy unless they're unhappy!
    This Dealing  with Difficult Customers course helps staff that come into contact with those customers who appear to constantly be looking for a flaw in your service, taking advantage of your policies and being impossible to appease - that “hard to please” bunch.
    However,  perhaps surprisingly, you can learn more from these difficult service users, than you could ever learn from your most loyal customers, because often in the myriad of their rants, is a nugget of information that means you can address where your service might be failing.  Their feedback can be brutal but that doesn’t mean it isn’t useful.  
    Staff attending this course can learn the techniques for dealing with aggressive, challenging members of the public in a controlled way, enabling them to try to resolve their issues, reviewing the service offering, and when to know that whatever you do, will never be enough.  

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  • Delivering an Exceptional Customer Experience

    Customer Service – Delivering an Exceptional Customer Experience

    Delegates will learn their individual Customer Service Star Status and work through an action plan to develop their skills further.
    This programme will provide delegates with key skills to interact with customers through a variety of different communication channels such as face to face, on the telephone and through social media. Learners will understand how to manage expectations and to minimise complaints whilst understanding how feedback can improve service.

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