Providing Effective Customer Communication (INTC01359)

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Online Course

This course is now closed. Find a current Course to apply or enrol to.

This is an East Riding Council staff course. If you are not a member of staff, you will not be able to apply or enrol to this course.

Course details

The way we engage with customers may have changed recently and we may now be doing more and more virtual customer services, however, no matter how you are now delivering customer service, if you want to ensure you are working as professionally, effectively and efficiently as possible, then this session is for you. You will be supported to develop your confidence in communicating with customers and in actioning their queries, complaints or requests for help, including managing the customers expectations and ending communication in a positve way. You will also develop techniques to help you to help the customer take advantage of the excellent self-serve opportunities that are available to them and help them to navigate the council website and find information out for themselves.

What do I need to join the course?

This course is open to any member of staff who feels they need to improve their customer service skills.

As the course is being delivered virtually through Microsoft Teams you will need to ensure that you are able to connect to the internet, have a web browser (e.g. Google chrome, Microsoft Edge) and are able to follow the links to take part in the virtual activities. This will include having some basic computer skills, including being able to use a keyboard and mouse.

What do I need to bring with me for the first session?

This course is delivered via virtual learning on Microsoft Teams. You will not need to attend any classroom delivery but you will need to commit to attending the virtual sessions at the specified date and time. In order to participate in the virtual sessions you will need access to the following:

Computer/Laptop/Smartphone/Tablet
Headset/earphones if required, including a microphone (unless you are able to work in an area where you will not be disturbed/disturb others
A reliable internet connection
An email address to access the virtual classroom
A means of using video conferencing e.g. integrated webcam, webcam, smart phone/tablet with camera
Access to MS Teams You may also find it useful to have a notebook and pen to make notes.

How will I learn?

Your learning will be supported online by an experienced tutor through small and large group discussions, video clips, and reading materials.

What will I learn?

You will understand:

how to identify the needs of the customer
how to use appropriate questioning techniques
how to manage customer expectations
how to communicate effectively with customers
how to end communication in a positive way
how to use tools and techniques to support customers in their use of the council website to self-serve information and make requests

What could I do next?

If you wish to undertake further training you should discuss this with your line manager in the first instance. Details of other courses are available to view on the course booking system.