This training course aims to give trainees knowledge, understanding and basic skills in communicating clearly and effectively with customers. It introduces trainees to appropriate conduct, maintaining confidentiality at all times, methods and manner of communication, understanding customer expectations, adapting to customer behaviour, meeting customers’ expectations, awareness of availability of resources and timescales, and acting within the limits of authority in order to provide quality customer service. The length of training may vary depending on the objectives covered, the ratio of trainee/instructor and the ability and previous experience of the trainees. The delivery of training is theory based.
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