Waste management – The Developing customer service skills
Date: Wednesday, 26 June 2019
Time: 9.30am – 4.30pm
Venue: Local Government Training Institute – Training Room 1, 4 Sandringham Ave, Thornton
Cost: FREE for Hunter Central Coast Waste Region Member Councils
REGISTRATIONS ARE CLOSED
Purpose of the Training
This training is specifically targeting Council staff involved in waste management and related customer service roles. It is available to Councils who are members of the Hunter Central Coast Waste region.
The Developing Customer Service Skills course is designed to develop participant’s skills and knowledge to provide an effective service to customers, in a variety of work settings.
Providing customer service well, whether it be internal or external, is vital for continued success in any organisation. Managing a customer relationship requires that people are alert to changing needs, aware of difficulties as they arise and able to see issues that need resolving.
These topic areas are supported by practical activities to reinforce the learning, throughout the day.
- Identifying customer needs
- Defining good customer service
- Active listening
- Open and closed questions
- Difficult customers
- Developing and monitoring customer service standards
- Gathering customer feedback
- Reviewing customer satisfaction
The trainer for Developing Customer Services Skills training will be Graeme Tolhurst. Graeme has worked in Local Government for over 35 years. He spent the last 17 of those years at Maitland City Council where he was a member of the Senior Management Team.
He has been training and developing resources for Local Government Training Institute since 2017 in various Local Government specialised, leadership and professional development fields.
Who Should Attend
This course is designed to develop participant’s skills and knowledge to provide an effective service to customers and clients, in a variety of work settings.
The course is ideal for anyone required to interact with internal and external customers, including:
- Technical staff
- New customer service recruits
- New team leaders who have a primarily technical background
- Outdoor workers
This course is specifically targeting Council staff involved in waste management and related customer service roles. It is available to Councils who are members of the Hunter Central Coast Waste region.
Regional Program Manager
Hunter Joint Organisation
T 4978 4034 | M 0436 420 623