Description
By the end of the course, candidates will be able to:
- Explain what is meant by customer service and understand the consequences of it’s poor provision in care settings
- Give examples of different types of customers
- Discuss a range of elements that contribute to good customer service
- Understand the importance of implementing good communication skills
- Understand that customers with complaints may present with challenging behaviours
- Appropriately support a customer who wishes to make a complaint
- List the 6 key steps for handling complaints
- Identify the stages of team development and the characteristics of effective teams
- Identify ways to promote more effective team working
Course content
- What is customer service?
- Who are our customers?
- Customer service in care settings
- Clients as individuals
- Consequences of poor customer service
- Benefits of good customer service
- Guidance and monitoring
- Customers’ needs
- What is communication?
- Body language
- Communicating in care
- Barriers to communications
- Customer service skills
- Appearance
- Creating a rapport
- Active listening
- Politeness
- Acknowledging needs
- What is a complaint?
- Challenging customers
- Handling complaints
- What is a team?
- Common goals for a team
- Working in a team
- Team development
- Forming
- Storming
- Norming
- Performing
- Mourning
- Reforming
- Effective team working
