Enhancing Customer Experience on the Frontline

 Delivered online via Microsoft Teams

To learn more about our in-house option, please contact us for details: [email protected]

Do you prioritise customer experience, in your service?

Both internal and external customers are vital the work of local government services. To have a truly customer focussed culture everyone has a part to play in creating exceptional customer experiences that exceed expectations. By learning from complaints we can ensure each and every customer interaction is an opportunity to improve the customer journey.

This course is ideal for those who are working with customers and service users on the frontline. You might be new to customer experience, be looking to improve  the customer service of your service, or you might be looking for ways to manage complaints, be professional and stay positive. Keep your cool in the face of pressure.

You will have the opportunity to share your own experiences, learn from peers and develop best practice.
 

Learning Outcomes:

• Identify what it means to deliver exceptional customer service
• Appreciate how the customer journey impacts on customer satisfaction
• Construct customer journey mapping to really understand customers experiences
• Develop ways to summarise lessons learnt from customer comments
• Raise awareness of and apply communication skills that contribute to an excellent service interaction  

Who Will Benefit?

This course is designed for delegates keen to understand their role as it relates to customer service. It is relevant to those involved in delivering frontline services and frontline service workers. 
 

Duration 

This course is offered as a full day or as two half days.

Full Day: 09.30 – 16.30

Morning sessions: 9.30 – 12.30

Afternoon Sessions: 13.30 – 16.30

How do I access it?

This course will be delivered online via Microsoft Teams. To access it, you will need a WiFi connection or mobile data hotspot. Downloading Microsoft Teams to your laptop, desktop or smart device will give a better performance and greater functionality throughout the day.  This highly interactive training includes a mixture of presentations, video conferencing, group work, games, quizzes and video.