Welcome Host for Local Authorities

This unique one-day course will transform the way local authority staff see their role and help them improve the quality of their customer service, equipping them with practical skills and strategies.

A combination of inspirational instruction, group activity and personal action planning, this exciting programme will instil a fresh perspective on their role and a new understanding of how to deliver great customer service in a local authority.

Welcome Host for Local Authorities covers:

  1. The value of excellent customer service
  1.  The organisation of local government
    • An overview on local authorities and their role
    • Working for a local authority
  1. Internal and external customers
  1. Key elements of customer service
    • Changing expectations of customers
    • Setting and maintaining standards
    • Creating a good first impression
  1. Effective communication
    • Verbal communication
    • Body language
    • Listening skills
    • Written communication
    • Telephone techniques
  1. Providing information and advice
  1. Meeting specific needs
    • Language and cultural diversity
    • Accessibility
    • Different ages of customers
  1. Dealing with difficult situations
    • The 'nice' customer
    • Handling complaints effectively
    • Recognising different behaviours
    • Resolving problems
  1. Increasing service usage
    • Promoting your services
    • Improving quality
  1. Assessment activity
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