Who should attend?
Front line staff who would like to enhance the service they provide, focusing mainly on face to face communication but also covering telephone skills and email
Please note: This course is only open to University Staff

Learning Outcomes
Delegates will have the opportunity to:
 * Consider who their customers are and what 'customer service excellent' means (for internal and external customers)
 * Understand how a customer focused approach benefits customers, service givers and the University as a whole
 * Review the current interactions with customers and consider ways to enhance them; face to face, on the telephone and via email
 * Develop a strategy for handling difficult situations including complaints and anger.

Process
Tutor input and group discussions.