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07 Feb 2018 at 10:20

For reference, the url of this document is:

www.seemp.co.uk/index/traincon/pdevtrain/contactcentre.htm

© South East Employers 2018

Development Programme for Customer Contact Centre Staff

This programme will help staff in contact centres gain insight into their skills and abilities; develop their customer care, influencing and political skills; enhance their professional network; and plan for their ongoing job and/ or career development.

About us

SEE is a Regional Employers' Organisation. We offer advice to local authorities across the south east, in addition to a range of training, development and consultancy opportunities tailored to your needs.

 

Prior to Session One, participants will be asked to complete an online personality questionnaire. This will produce a Customer Contact Profile and Personal Report (against a range of customer service competencies). A confidential feedback meeting will be held at your workplace between Sessions One and Two.

Session One

  • working in local government

  • customer care best practice

  • building rapport

  • effective communication

  • assertiveness

  • Transactional Analysis

  • obstacles to communication

Session Two

  • impression management

  • political and influencing skills

  • building resilience

  • career development in local government.

 

To arrange a Development Programme for Customer Contact Centre Staff for your authority or for more information, please email training@seemp.co.uk or call 01962 840664.

View other Personal Development courses.