Customer experience and excellence - PD050
Course Overview
This course is designed for employees who, during their daily duties are required to communicate with members of the public either face to face or via other means.
Course Aim
The aims of this course are:
To provide employees working within Lancashire County Council the required knowledge and skill set when addressing potential conflict within a working environment.
Learning Outcomes
The learners will have an understanding of the following:
Structuring the customer experience
Behaviours for customer service
Understanding client behaviours and emotions
Effective communications
Creating lasting relationships
Dealing with problems
Motivating your team
Equality
Diversity
Inclusion.
Learning Methods
A range of teaching and learning methods including presentation and demonstration (where required)
Course duration
7 hours excluding any breaks