Course Detail

PD201 - Achieving service excellence

This course is for front line facing staff members from any department. The course has 2 parts to it and covers the following topics:
Dealing with routine situations
Communication
Cultural differences
Problem Ownership
Dealing with Difficult Situations
What, Why and how do they occur?
Booking on the first session will automatically book you into the second.

Please note: This course is not for PhD students

Objectives

By the end of this course, participants should be able to:

  • Identify what constitutes a difficult situation and why and how they occur
  • Choose appropriate methods to prevent/resolve difficult situations
  • Select suitable ways of monitoring performance and judging success
  • Improve level of success in providing good customer service during busy periods

Provided by: Professional Development

Details

Day 1

Date: Friday 8 March 2019

Venue: Laws 306, ME, School of Law, Mile End

Time: 09:30 - 12:30


Day 2

Date: Friday 15 March 2019

Venue: Laws 306, ME, School of Law, Mile End

Time: 09:30 - 12:30


Tutor

  • Mrs R Pagett