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Self Study Series 5: Delivering Great Customer Service

All voluntary organisations have customers and those customers deserve the same great customer service given by some of the top businesses. Bad service should not be tolerated just because it is free or subsidised. This self-study pack will help volunteers understand better the concepts of great customer service.

This is a multi-licence product and you have unlimited printing rights for use by the volunteers within the purchasing branch of the organisation.
Author

Kay Curtis

Resources

Self Study Training Pack

Experience Level Needed

Beginner

Access

Multi Download and Online Access

Duration

Own Pace

Price

£
25

What's included?

  • Session Timetable
  • Timed Activities
  • Trainer notes
  • Training material in PPT files 
  • Pre Course questionnaire
  • Training Evaluation form
  • Session extension ideas
  • Activity sheets
  • Case Studies
  • Achievement cards and certificates

Overview

Customer Care is as important within the voluntary sector as it is anywhere else. All voluntary organisations have a diverse range of customers and while it is usual for them to be treated well it is dangerous to be complacent. It maybe challenging to meet the needs of all the organisations’ customers, but this pack will equip volunteers (or staff) to cope with any difficulties they face and to continue to give the best possible service. Also, ideal for customer facing volunteers working within non-voluntary organisations – libraries, museums, hospitals etc.

This is a multi-licence product and you have unlimited printing rights for use by the volunteers within the purchasing branch of the organisation.

Objective

By the end of the session participants will:

- have recognised who their customers are
- have explored what is meant by customer care
- have defined good and bad customer service
- have explored the impact of good and bad customer service for the organisation.have identified potential difficult customer situations
- have devised strategies for dealing with challenging customers
- have explored how customer service can be improved in this organisation

Once complete the volunteer meets with the co-ordinator to go through their responses and deal with any questions or concerns. The volunteer then has their own personal resource that they can add to and refer back to whenever necessary.





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