Delivering great customer service at the frontline

Who’s it for and what’s it about?

This session is for frontline staff who are directly involved with the organisations’ customers, and are likely to be part of the customer services team: work at reception; in maintenance or housing management. Whatever their department they will spend a lot of their time dealing with customers.

This interactive and informative session will explore the basics of what customer service is and why it is so crucial to all parts of the organisation and especially at the front line. It will look at best practice and policies as well as exploring the so called ‘softer skills’ that are required to ensure that service is delivered confidently, consistently and professionally.

It will also look at effective complaint handling and dealing with some of those ‘difficult situations’ that are so often an everyday part of frontline duties.

The intention is to introduce, refresh, and inspire in a relaxed and thought provoking environment – with plenty of chat and interaction and not a role play in sight!

Course content

Key topics for discussion will include:

  • What exactly do we mean by ‘Customer Service Excellence’?
  • Strategy / Policy / Procedures – how do these things impact service levels?
  • Personal experience of good | bad | indifferent customer service?
  • Recognising that our colleagues are also customers
  • Exploring and appreciating the importance of providing for a great ‘customer experience’
  • Dealing with Complaints – generally and in line with RSL complaints procedure guidanceAcknowledging and appreciating the value of ‘Attitude!’ in achieving great service
  • Preparing to make the ‘right’ impression and developing our questioning and listening skills
  • Engaging with our customers in a meaningful and professional manner
  • What makes a situation (or a customer) ‘difficult’ and how best to deal with such challenging situations
  • STOP / START / CONTINUE – what will you now do differently?

Learning outcomes

  • Appreciate the importance of consistently delivering service excellence across the organisation
  • Understand the contribution that frontline members of staff make – on a day to day basis
  • Know your customers – external and internal – and how to get the best from this relationship
  • Greater awareness of the power of policies and procedures as a service delivery ‘promise’
  • Reminder as to what the Complaints Handling Procedure expects from us when it comes to service delivery
  • How to influence and engage with our customers in a meaningful and professional manner
  • Identify potential ‘difficult situations’ and discuss how best to resolve or ‘move on’ from difficult conversations

Date: 7th June 2023

Time: 9:30am – 4:30pm

Trainer: Heather Ballantine

Costs: Members £195.00/Non-Members £295.00

To book a place please visit our website by clicking here