Welcome Host for Volunteers

//Welcome Host for Volunteers
Welcome Host for Volunteers2019-02-25T15:01:11+00:00

Welcome Host for Volunteers – customer service training

This half day course has been designed specifically for volunteers who come into contact with members of the public while at work and will help participants to improve their customer service and communications skills.

You will look how to

  • recognise the importance of customer service when volunteering
  • identify key elements of excellent customer service
  • identify the expectations of your customers
  • create a favourable impression
  • communicate successfully with customers
  • provide information and advice to customers
  • meet additional needs
  • deal effectively with difficult situations
  • use your customer service skills to increase service usage

FIND OUT MORE ABOUT THIS COURSE:

Full course details

This half day course will help volunteers see their role and improve the quality of their customer service, equipping them with practical skills and strategies.

Welcome Host for Volunteers covers:

  1. Welcoming customers
    • The value of excellent customer service
    • Why are we here?
    • Activity What do you want to achieve?
  1. Understanding our customers
    • The customer experience
    • Activity When you’re the customer
    • Internal and external customers
    • Activity Your internal customers
    • Activity Who are your external customers?
  1. Working as a team
    • Working successfully with your colleagues
    • Characteristics of customer-focused teams
  1. Delivering service excellence
    • Key elements of customer service
    • Activity Key characteristics
    • Customer service trends
    • Activiy Changing expectations
    • Activity Check your level of service
    • Setting and maintaining standards
    • Activity What are your standards?
    • First impressions
    • Activity Impressions
    • Activity Creating a favourable impression
  1. Communicating successfully
    • The communication process
    • Activity Types of communication
    • Activity Choosing your words
    • It’s not just what you say….
    • Activity Body language
    • Activity Why aren’t you listening?
    • Are you listening?
    • That’s a good question
    • Activity Open and closed questions
  1. Providing information and advice
    • Presenting information to customers
    • Activity Providing information on facilities and services
  1. Meeting additional needs
    • Activity Additional needs
    • Providing an accessible service
    • Language and cultural diversity
    • Activity Different cultures
    • Welcoming customers of all ages
    • Activity Different needs for different ages
  1. Dealing with difficult situations
    • Activity Complaints and dissatisfaction
    • Customer dissatisfaction
    • Activity Handling complaints
    • Resolving challenging situations
  1. Acting as an ambassador
    • Encouraging repeat business
    • Activity Promoting your organisation
    • Improving quality
    • Activity Improvements you can make
  1. Assessment activity

Welcome Host for Volunteers participants will:

  • recognise the importance of customer service when volunteering
  • identify key elements of excellent customer service
  • identify the expectations of their customers
  • create a favourable impression
  • communicate successfully with customers
  • provide information and advice to customers
  • meet additional needs
  • deal effectively with difficult situations
  • act as an ambassador for their organisation.

Open courses

Open courses are organised according to demand around the region. These courses are ideal for smaller businesses or for larger businesses only requiring training for a small number of staff. One advantage of attending an open course is the opportunity to meet and discuss ideas with other participants from a variety of backgrounds.

In-house courses

In-house courses can be run for a company or several companies, colleges, associations or groups. In-house courses offer a great opportunity to tailor the content to a specific business.

Trainer Training

It is also possible to deliver training through your own team by participating in the ‘train the trainer’ scheme. This can give you extra flexibility as well as making sure the training is totally geared to your own business needs. Successful participants receive full trainer support materials and a trainer certificate.

“The training was brilliant and the volunteers loved it! Many thanks for such a great morning!”

“Our training was wonderful; engaging and inspiring with lots of great ideas for my volunteers to take away. David did a great job and we all thoroughly enjoyed ourselves while learning loads. It was exactly what I was hoping for.”

“The trainer was really inspirational and the course was informative and helpful”

“I would recommend this course to anyone who would like to do the Welcome Host training – very positive skills”

“Loved the variety of exercises and the trainers approach and energy made it all very engaging”