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Customer Service Skills (Half Day) Duration Half day Course Overview Central Training's Customer Service Skills half-day course aims to equip staff in front line service provision with the skills to create a compassionate and respectful space for their customers and visitors. The candidates will have the opportunity to explore effective vs ineffective communication, as well as recognising and owning a high quality "No". The course aims to help candidates build a better understanding of the customers' perspective, their struggles and point of view in communication as well as perceived positions of power. The trainer will spend some time focusing on the Threat System within CFT (Compassion Focused Therapy) and the difference between responsive and reactive engagement. Learning Outcomes This course aims to provide candidates with the skills to: Understand the customer's perspective Recognise positions of power Create a respectful space for customers and visitors Explore the threat system relating to responding vs reacting Understand effective communication with vulnerable customers Use a low quality vs high quality ''No'' in communication Methods of Delivery This course uses a mix of trainer presentation and small group work to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged throughout. Course Content Audience Training Considerations Certification Related Courses Course Content Understanding customer experience & perspective Compassionate focused therapy The three flows of compassion Reactive and responsive positioning Communication styles: effective & ineffective Utilising a high quality "No" Target Audience Staff working in service provision. Training Considerations There are no pre-training requirements for this course. Certification Upon completion of the course, the delegates will receive a certificate of attendance. Related Courses Assertiveness: Building Confidence Complaints Handling: Managing and Responding Effective Communication Skills Personal Safety and Lone Working (PIE-Informed) Professional Boundaries and Good Practice

Customer Service Skills (Half Day)

Duration

Half day

Course Overview

Central Training's Customer Service Skills half-day course aims to equip staff in front line service provision with the skills to create a compassionate and respectful space for their customers and visitors. The candidates will have the opportunity to explore effective vs ineffective communication, as well as recognising and owning a high quality "No". The course aims to help candidates build a better understanding of the customers' perspective, their struggles and point of view in communication as well as perceived positions of power. The trainer will spend some time focusing on the Threat System within CFT (Compassion Focused Therapy) and the difference between responsive and reactive engagement.

Learning Outcomes

This course aims to provide candidates with the skills to:

Understand the customer's perspective

Recognise positions of power

Create a respectful space for customers and visitors

Explore the threat system relating to responding vs reacting

Understand effective communication with vulnerable customers

Use a low quality vs high quality ''No'' in communication

Methods of Delivery

This course uses a mix of trainer presentation and small group work to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged throughout.

Course Content
Audience
Training Considerations
Certification
Related Courses

Course Content

Understanding customer experience & perspective
Compassionate focused therapy
The three flows of compassion
Reactive and responsive positioning
Communication styles: effective & ineffective
Utilising a high quality "No"

Target Audience

Staff working in service provision.

Training Considerations

There are no pre-training requirements for this course.

Certification

Upon completion of the course, the delegates will receive a certificate of attendance.

Related Courses

Assertiveness: Building Confidence
Complaints Handling: Managing and Responding
Effective Communication Skills
Personal Safety and Lone Working (PIE-Informed)
Professional Boundaries and Good Practice


Customer Service Skills (Half Day) Duration: Half day Course overview: Central Training's Customer Service Skills half-day course aims to equip staff in front line service provision with the skills to create a compassionate and respectful space for their customers and visitors. The candidates will have the opportunity to explore effective vs ineffective communication, as well as recognising and owning a high quality "No". The course aims to help candidates build a better understanding of the customers' perspective, their struggles and point of view in communication as well as perceived positions of power. The trainer will spend some time focusing on the Threat System within CFT (Compassion Focused Therapy) and the difference between responsive and reactive engagement. Learning outcomes: This course aims to provide candidates with the skills to: · Understand the customer's perspective · Recognise positions of power · Create a respectful space for customers and visitors · Explore the threat system relating to responding vs reacting · Understand effective communication with vulnerable customers · Use a low quality vs high quality ''No'' in communication Methods of delivery: This course uses a mix of trainer presentation and small group work to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged throughout. LEARNING OBJECTIVES · Understanding customer experience & perspective · Compassionate focused therapy · The three flows of compassion · Reactive and responsive positioning · Communication styles: effective & ineffective · Utilising a high quality "No" TARGET AUDIENCE Staff working in service provision. TRAINING CONSIDERATIONS There are no pre-training requirements for this course. CERTIFICATION Upon completion of the course, the delegates will receive a certificate of attendance. RELATED COURSES Assertiveness: Building Confidence Complaints Handling: Managing and Responding Effective Communication Skills Personal Safety and Lone Working (PIE-Informed) Professional Boundaries and Good Practice

Customer Service Skills (Half Day)
Duration: Half day

Course overview:

Central Training's Customer Service Skills half-day course aims to equip staff in front line service provision with the skills to create a compassionate and respectful space for their customers and visitors. The candidates will have the opportunity to explore effective vs ineffective communication, as well as recognising and owning a high quality "No". The course aims to help candidates build a better understanding of the customers' perspective, their struggles and point of view in communication as well as perceived positions of power. The trainer will spend some time focusing on the Threat System within CFT (Compassion Focused Therapy) and the difference between responsive and reactive engagement.

Learning outcomes:

This course aims to provide candidates with the skills to:
· Understand the customer's perspective
· Recognise positions of power
· Create a respectful space for customers and visitors
· Explore the threat system relating to responding vs reacting
· Understand effective communication with vulnerable customers
· Use a low quality vs high quality ''No'' in communication

Methods of delivery:

This course uses a mix of trainer presentation and small group work to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged throughout.

LEARNING OBJECTIVES
· Understanding customer experience & perspective
· Compassionate focused therapy
· The three flows of compassion
· Reactive and responsive positioning
· Communication styles: effective & ineffective
· Utilising a high quality "No"

TARGET AUDIENCE
Staff working in service provision.

TRAINING CONSIDERATIONS
There are no pre-training requirements for this course.

CERTIFICATION
Upon completion of the course, the delegates will receive a certificate of attendance.

RELATED COURSES
Assertiveness: Building Confidence
Complaints Handling: Managing and Responding
Effective Communication Skills
Personal Safety and Lone Working (PIE-Informed)
Professional Boundaries and Good Practice