The popular NoWAL Customer Service Skills course will be taking place in Manchester on 6
October 2009. Full details including aims and objectives are below.
06/10/2009
Customer service training
Time: 10:00 - 16:30
Venue: MMU - Learn Higher Boardroom (201c), MRL, Geoffrey Manton Building, Manchester
Tutor: Rachel Beckett
Charges
NoWAL Members: £75
External Delegates: £110
Book a place: http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=73
Aim:
To help participants deal positively and professionally with their customers and to
provide effective strategies for dealing with difficult situations
Objectives:
By the end of the session participants will be able to:
* Identify who their customers are
* Explain the importance of first impressions
* Demonstrate key questioning skills
* Describe the effect of different behaviours in a range of situations
* Identify factors which cause difficult behaviour
* Outline conflict management styles
* Describe a range of strategies for dealing assertively with difficult situations
Who Should Attend?
All staff who deal with customers in a front line capacity.
Comments from previous attendees
"The course was informative and enjoyable; it enabled the group to work collectively
without pressure, therefore creating a good atmosphere. I particularly found the work on
‘making assumptions’ useful and found that I was able to relate a lot of the topics
covered to my own work in the library. I feel that everything was covered and there was
nothing that I would have liked to have learnt extra."
"The course was really useful and gave me a lot to think about afterwards. The informal
approach to the day worked well as I felt at ease, which made it easier to contribute to
the sessions."
Book a place: http://www.nowal.ac.uk/general_programme.php?action=view&sql_id=73
If you have any questions please do not hesitate to contact me.
Gil Young
NoWAL Support Officer
Follow NoWAL on Twitter - http://twitter.com/NoWALnews
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