Administrative Programmes

Assertiveness training

Duration:

• 1 or 2 days

Target group:

• This course can be designed to meet the needs of staff working in any specific setting

Aims and Objectives:

Aims:

• To provide staff with an insight into issues relating to customer care
• To introduce methods of good practice in customer care
• To develop staff skills in dealing with customers, clients or patients

Objectives:

• To help staff develop the skills required to provide the highest standard of customer care
• To explore some of the issues and dilemmas we face in trying to provide the very best of (customer) care in the work place
• To provide and understanding of the needs of customers/ clients/ patients or users
• To formulate guidelines which staff can use to help them deal with telephone contact and deal with all kinds of face to face situations
• To enable staff to deal efficiently with customer complaints

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• Up • Assertiveness training • Customer care skills • Customer relations • Equal opportunities awareness programme • Introductory management course • Managing a team • Minute taking • Report writing • Servicing meetings • Stress management • In-house team building • Telephone skills • Time management •

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