LGNSW Learning and Development

This course is available via:

Interactive online
Remote learning tailored to your council

In-house face to face
Delivered at your council

Member calendar training
Either face-to-face or interactive online for individual participants

CONTACT

Learning and Development  

Phone: 02 9242 4000
[email protected]

A library patron returns a book to a staff member at a council library.
Course Dates
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Improve Customer Experience

Price: $462 incl GST
Duration: 9.00am-12.30pm

This interactive program is designed to give participants a good understanding and knowledge in providing the best service possible.

The aim of the training is for participants to be able to deliver service that is prompt, friendly, courteous and efficient. Excelling in customer service through continuous improvement, external benchmarking, new technologies and actively seeking feedback from customers.

Who should attend?
Those staff working in council who deal with any type of customer.

Content

  • Who are our customers?
  • How to ensure a professional approach to customer care
  • Listening skills
  • Questioning skills
  • Effective telephone techniques
  • Using appropriate assertiveness techniques
  • Dealing with complaints and difficult or aggressive customers
  • A seven step plan for dealing with difficult situations
  • What is ‘value added’ service
  • How to delight your customer.

Process
The facilitator will use group discussions, council case studies and local government oriented examples, to help you transfer your learning to the workplace. 

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