Improve your customer service.Customer Service training
Delivering excellence
Excellent customer service is what we want to receive all the time; whether we are a student dealing with a UniCard problem, a visitor having lunch in Re:Fresh, a colleague wanting to book a squash court or needing access to data you hold.
Our Customer Service training programme will help you deliver the very best service to all your customers, in any situation, fit for a first class international University.
The training programme
To meet the varying needs of different members of staff our customer service programme is divided into three levels:
- Foundation
- Practitioner
- Service Managers
Each level consists of a core workshop delivered in one half-day session.
Customer Service: Delivering Excellent Customer Service
The Foundation workshop, “Customer service essentials”, looks at why customer service is important and an essential part of the University strategy, how customer service works and how we can constantly improve. This workshop is aimed at any member of staff who has had no previous customer service training or who needs a refresher.
Customer Service: Promoting Excellent Customer Service
The Practitioner workshop, “Delivering the best service”, builds on the Foundation skills and examines best practice, the psychology of service, making things work in all situations and turning complaints into opportunities. This workshop is aimed staff who have had some customer service training and who wish to refine their skills and for those staff who want to be able to deal with all service situations.
Customer Service: Managing Excellent Customer Service
The Service Manager workshop, “Principles of customer service for service managers”, examines empirical models that can be used to describe all service interactions, how we can reduce the gap between customer expectation and service reality and the methods used for measuring and improving service quality. This workshop is aimed at staff who have responsibility for defining and managing services.
Custom training
If you feel there is a need for training in a specific area we can also offer specialist training for teams. This includes training such as telephone skills for reception staff, dealing with challenging people and communication skills. To find out more please email us at sld@exeter.ac.uk.
