This half day course will help volunteers see their role and improve the quality of their customer service, equipping them with practical skills and strategies.
Welcome Host for Volunteers covers:
- Welcoming customers
- The value of excellent customer service
- Why are we here?
- Activity What do you want to achieve?
- Understanding our customers
- The customer experience
- Activity When you’re the customer
- Internal and external customers
- Activity Your internal customers
- Activity Who are your external customers?
- Working as a team
- Working successfully with your colleagues
- Characteristics of customer-focused teams
- Delivering service excellence
- Key elements of customer service
- Activity Key characteristics
- Customer service trends
- Activiy Changing expectations
- Activity Check your level of service
- Setting and maintaining standards
- Activity What are your standards?
- First impressions
- Activity Impressions
- Activity Creating a favourable impression
- Communicating successfully
- The communication process
- Activity Types of communication
- Activity Choosing your words
- It’s not just what you say….
- Activity Body language
- Activity Why aren’t you listening?
- Are you listening?
- That’s a good question
- Activity Open and closed questions
- Providing information and advice
- Presenting information to customers
- Activity Providing information on facilities and services
- Meeting additional needs
- Activity Additional needs
- Providing an accessible service
- Language and cultural diversity
- Activity Different cultures
- Welcoming customers of all ages
- Activity Different needs for different ages
- Dealing with difficult situations
- Activity Complaints and dissatisfaction
- Customer dissatisfaction
- Activity Handling complaints
- Resolving challenging situations
- Acting as an ambassador
- Encouraging repeat business
- Activity Promoting your organisation
- Improving quality
- Activity Improvements you can make
- Assessment activity
Welcometraining 