Working in the Firing Line – Building outstanding customer care skills for the public face of your school
Staff working on the front line are not only the face of your organisation, they’re also the first to take the brunt of negative behaviour from customers, visitors or parents. By valuing and investing in their wellbeing, you will boost morale and equip them with the strategies they need to take control when things go wrong, promote positive behaviour and provide outstanding customer service. As well as being ideally suited to reception staff, the course is appropriate for any staff coming into regular contact with customers & parents.
Key learning objectives include:
❖ Successfully working under pressure Active communication strategies Projecting the right image
❖ Promoting positive behaviour
❖ Dealing effectively with aggression – understanding escalators and using de-escalators
❖ Taking control when things go wrong… protecting yourself and others
Course fees are £225 + VAT per person. Discounts available for 2+ delegates.