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Customer Care & Engagement Course Overview This one-day course aims to provide delegates with an understanding of the principles of customer care and how these can be applied in practice. This course is aimed at anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service. Learning Outcomes Look at the principles of customer care and how these can be applied in practice The meaning, purpose and challenges of professional boundaries Review of communication skills and how these are used to engage with customers Using basic motivational skills to deal with resistance to engagement and change Methods of Delivery The trainer uses a variety of PowerPoint presentation, flipchart work, group discussion and small group work to ensure that all the course objectives are met, while providing a safe, open forum for delegates to exchange views and practices. Course Content Audience Training Considerations Certification Related Courses Course Content Identify the basic principles of customer care and how these are applied in practice Describe the meaning and purpose of professional boundaries Identify basic ground rules for maintaining boundaries in a safe and effective way Describe a range of communication skills with which to engage customers Identify some of the challenges for customers and staff when working with resistance and motivation to change Describe some basic skills for responding positively to change resistant customers Identify some of the challenges to effective customer care and how these may be approached in a positive way Target Audience Anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service. Training Considerations Delegates should be aware of their organisational procedures and policies. Certification Upon completion of the course, the delegates will receive a certificate of attendance. Related Courses Boundaries & Good Practice Equality & Diversity

Customer Care & Engagement

Course Overview

This one-day course aims to provide delegates with an understanding of the principles of customer care and how these can be applied in practice. This course is aimed at anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service.

Learning Outcomes

Look at the principles of customer care and how these can be applied in practice
The meaning, purpose and challenges of professional boundaries
Review of communication skills and how these are used to engage with customers
Using basic motivational skills to deal with resistance to engagement and change

Methods of Delivery

The trainer uses a variety of PowerPoint presentation, flipchart work, group discussion and small group work to ensure that all the course objectives are met, while providing a safe, open forum for delegates to exchange views and practices.

Course Content
Audience
Training Considerations
Certification
Related Courses

Course Content

Identify the basic principles of customer care and how these are applied in practice
Describe the meaning and purpose of professional boundaries
Identify basic ground rules for maintaining boundaries in a safe and effective way
Describe a range of communication skills with which to engage customers
Identify some of the challenges for customers and staff when working with resistance and motivation to change
Describe some basic skills for responding positively to change resistant customers
Identify some of the challenges to effective customer care and how these may be approached in a positive way

Target Audience

Anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service.

Training Considerations

Delegates should be aware of their organisational procedures and policies.

Certification

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

Related Courses

Boundaries & Good Practice
Equality & Diversity


Customer Care & Engagement COURSE OVERVIEW This one-day course aims to provide delegates with an understanding of the principles of customer care and how these can be applied in practice. This course is aimed at anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service. Learning Outcomes · Look at the principles of customer care and how these can be applied in practice · The meaning, purpose and challenges of professional boundaries · Review of communication skills and how these are used to engage with customers · Using basic motivational skills to deal with resistance to engagement and change METHODS OF DELIVERY The trainer uses a variety of PowerPoint presentation, flipchart work, group discussion and small group work to ensure that all the course objectives are met, while providing a safe, open forum for delegates to exchange views and practices. LEARNING OBJECTIVES · Identify the basic principles of customer care and how these are applied in practice · Describe the meaning and purpose of professional boundaries · Identify basic ground rules for maintaining boundaries in a safe and effective way · Describe a range of communication skills with which to engage customers · Identify some of the challenges for customers and staff when working with resistance and motivation to change · Describe some basic skills for responding positively to change resistant customers · Identify some of the challenges to effective customer care and how these may be approached in a positive way TARGET AUDIENCE Anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service. TRAINING CONSIDERATIONS Delegates should be aware of their organisational procedures and policies. CERTIFICATION Upon completion of the course, the delegates will receive a certificate of attendance. RELATED COURSES Boundaries & Good Practice Equality & Diversity

Customer Care & Engagement
COURSE OVERVIEW
This one-day course aims to provide delegates with an understanding of the principles of customer care and how these can be applied in practice. This course is aimed at anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service.

Learning Outcomes
· Look at the principles of customer care and how these can be applied in practice
· The meaning, purpose and challenges of professional boundaries
· Review of communication skills and how these are used to engage with customers
· Using basic motivational skills to deal with resistance to engagement and change

METHODS OF DELIVERY
The trainer uses a variety of PowerPoint presentation, flipchart work, group discussion and small group work to ensure that all the course objectives are met, while providing a safe, open forum for delegates to exchange views and practices.

LEARNING OBJECTIVES
· Identify the basic principles of customer care and how these are applied in practice
· Describe the meaning and purpose of professional boundaries
· Identify basic ground rules for maintaining boundaries in a safe and effective way
· Describe a range of communication skills with which to engage customers
· Identify some of the challenges for customers and staff when working with resistance and motivation to change
· Describe some basic skills for responding positively to change resistant customers
· Identify some of the challenges to effective customer care and how these may be approached in a positive way

TARGET AUDIENCE
Anyone whose work brings them into contact with service users / customers, or anyone charged with ensuring best practice is employed in a service.

TRAINING CONSIDERATIONS
Delegates should be aware of their organisational procedures and policies.

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

RELATED COURSES
Boundaries & Good Practice
Equality & Diversity