Course Details

Administrative Fundamentals - Delivering Customer Service

Event Description

 

Date/Time:

9 September 2019 9.30 am - 1.00 pm

 

Designed for:

Clerical and Administrative support staff

Content:

Ensuring customer satisfaction and delivering high-quality customer service loyalty is critical to an organisation’s success.  Understanding the concept of ‘customer’ in the Queen’s context, and different customer expectations builds engagement and trust.  This helps staff deliver consistent yet personalised customer focus within their role and department in Queen’s.  In turn this may prevent the escalation of issues and complaints.   In this workshop you will consider the competencies and skills to deal with customers effectively.

 

Duration: half day

Overview

This workshop introduces a simple model to understand customer demands, needs and expectations.  It reviews customer communication, standards and responsibilities. It focuses on the individual’s customer care skills within the Queen’s University context.

Learning Outcomes

  • Understanding and meeting Internal and external customer expectations
  • Communication channels
  • Standards and service level agreements
  • Managing impressions and dealing with stereotypes
  • Dlivering the service
  • Action planning

Aims/Aimed at

This flexible range of learning courses is designed for staff in clerical and administrative support roles and will be offered 2-3 times each year.  Discuss your learning priorities, and agree with your line manager, the most appropriate sessions to support you in your role and to meet your development needs.



Booking Information

 

Register for this course via iTrent Self-Service


New Course: Yes
Course Type(s): Administrative Skills, Communication Skills
Staff Categories: Clerical and Library Assistants
Keywords: customer service communication delivering Administrative Fundamentals

Course Contact Details

Name: Organisational Development
Telephone: 5381
Email: stafflearning@qub.ac.uk