The Brief
This one-day training course aims to enhance the confidence and competence of all staff to provide all customers with an excellent experience when dealing with the organisation whether in person, by telephone or online.
What we did
- To gain a clear understanding of who our customers are and our own core values
- To be able to achieve and maintain a customer focus through a practical understanding of client perspective and positive regard
- To review good practice principles and techniques when using email and telephone
- To be able to respond to a range of behaviours appropriately and effectively, and defuse potentially difficult situations
- To communicate clearly and with warmth to create a positive impression both verbally and in writing
- To define excellence in customer care and have opportunities to experience it and practise delivering it, with constructive feedback in a safe learning environment
What happened
This course is for anyone who interacts with customers as part of their daily work.
What they said
Fees for this full-day session £725 plus travel and VAT.
Management training courses
Fantastic course [Motivational Interviewing]! Totally relevant, understandable, practical and interesting. I look forward to using the skills and tools I learned. I was particularly impressed with Alasdair Cant. He is a brilliant trainer, knowledgeable, patient, engaging and clearly skilled at facilitating groups ensuring fun and learning.
Youth Justice Worker
I thought the course was very powerful and has given me tools to approach my job positively!
Social Worker
Excellent course, I liked the visual examples, it helps to reinforce learning. Great trainer and very attentive to pace and understanding of the group
Participant
Excellent course [Motivational Interviewing]. I recommend it to all staff working within the Youth Offending Service.
Youth Justice Worker
The course content and delivery were excellent. The learning outcomes I achieved were highly relevant to my field of work. I highly recommend this training to all professionals that work with clients.
Youth Justice Manager, London
This was a stimulating and inspiring course for me. I found that it reminded me of some of the core areas and pleasures of my therapeutic working.
Occupational Therapist
I thought the course was very powerful and has given me tools to approach my job positively!
Social Worker
Alasdair is one of the best trainers I've experienced - very knowledgeable, calm and interesting. A wonderful and rewarding experience.
Social Worker
I thought the course was very powerful and has given me tools to approach my job positively!
Social Worker
Alasdair was extremely patient, a good listener, and helped to prise my feelings out of me even when I didn’t necessarily understand them myself!
Arts Manager (Coaching)
Participative and vibrant discussion whilst adhering to a learning framework. Good time boundaries. Good role play. Learned a lot.
Child Protection Worker
Nicely paced, appropriately interactive, very facilitative, fine to ask questions. Actually enjoyable!
Probation Officer, Essex
This training course [Training the Trainer] has been the best one I've attended. Alasdair was very competent in delivering all we needed to know. The course was inspirational, not just an ordinary training course. I had a lot of fun and I would strongly recommend this course for anyone who needs to deliver training within their work.
Equality & Diversity Officer, Westminster PCT
We could not have asked for a better trainer or training programme. Alasdair is open, engaging and encouraging. The days flew by. I have learned an incredible amount without feeling overloaded.
Early Support Development Co-ordinator, London
This training [Motivational Interviewing] should be compulsory for all staff, but only if delivered at this high standard.
Mental Health Team leader
Excellent course, very relevant to my role as an ISS YOT specialist. Very good role play and theoretical content. Good overview of a complicated style of working with young people, but looks so easy when done well.
Youth Justice Manager, London
Each day of the course brought new experiences and new learning. It was extremely interactive, thought provoking and valuable. I will thoroughly recommend this course [Training the Trainer] to my colleagues. The facilitator was excellent. Thank you!
Training & Learning Development Co-ordinator, London
This has been a useful refresher course for me as I have been reminded about the key principles behind Motivational Interviewing that I had neglected to use
Participant
The quality of the facilitation was excellent and helped us explore potentially emotive topics in a very professional manner.
Team Manager, Westminster
The training was delivered in a clear and respectful manner. Alasdair made the course engaging and interesting for the participants.
Senior Arts Manager
Very positive training with a knowledgeable and skillful trainer. The group engagement was very positive and a lot of leaning took place between the group.
Participant
Thank you for coming today and providing such a good foundation for our staff. I could see they were very engaged all day and that is exactly what I hoped for. The information was pitched at the right level and I hope you are pleased with feedback.
Commissioner, Clinical Lead Mental Health, London PCT
Fantastic course [Motivational Interviewing]! Totally relevant, understandable, practical and interesting. I look forward to using the skills and tools I learned. I was particularly impressed with Alasdair Cant. He is a brilliant trainer, knowledgeable, patient, engaging and clearly skilled at facilitating groups ensuring fun and learning.
Youth Justice Worker
Rare delivery style and facilitation by Alasdair. Excellent - very relaxed, informal, detailed and knowledgeable, but easily digestible and pitched at the right level.
Probation Officer, Hertfordshire
This training course [Training the Trainer] has been the best one I've attended. Alasdair was very competent in delivering all we needed to know. The course was inspirational, not just an ordinary training course. I had a lot of fun and I would strongly recommend this course for anyone who needs to deliver training within their work.
Equality & Diversity Officer, Westminster PCT
It has been so valuable to have the space for the team to come together and talk about aspects of their work in a supportive environment
Senior Arts Manager
Brilliant day - glad I came...very stimulating and beneficial.
Voluntary Sector Project Manager
Enjoyable and productive. I found your facilitation was calm and relaxed but also purposeful which drew good contributions from the team. Thank you.
Participant
Nice to get a chance to hash out things with the team in a ‘safe’ environment
Senior Arts Manager
An enjoyable day, open, engaging and tangible outcomes. I was able to participate but listened to colleagues with I hope an open mind and will consider views on reflection. Tangible outcomes for us to take forward and I have a clarity of where we need to go next. I am inspired but empowered to question! Thanks Alasdair.
Participant
