EMA solutions, training and management services

Management Consultancy in the UK

providing business solutions for
public, private and voluntary sector organisations
UK Office: + 44 1689 823534
Caribbean Office: 473 403 1469

Knowing our Customers - Book >>

MTuesday 5th October - Birmingham - Ref 015
Friday 19th February - Central London - Ref 016

Background

This course will provide participants with a safe environment to explore the nature of equality and diversity, particularly in relation to customer relations. Participants will analyse their own personal style and review how attitude and behaviour affects the wellbeing of the customer, their perception of the organisation and service delivery.

The course will help participants to recognise best practice in equality and diversity and give them the tools to consider behaviour, communication and actions in the provision of an inclusive customer care service.

Participants will be given the opportunity to devise a plan of action to bring back and implement in their work environment.

What Delegates will Learn?

  • Have an appreciation of approaches to equality and diversity in delivering it's customer service strategy
  • Recognise best practice in delivering an inclusive customer care service
  • Identify behaviour or actions which have a positive or adverse effect on customers
  • Examine the impact of stereotypes and prejudice
  • Consider barriers to improving practice and reflect on their own personal style in delivering an inclusive customer care service
  • Create their own customer inclusion action plan to monitor and improve their own performance in their work environment

Who Should Attend?

  • Customer service and front line officers, any officer or manger in the public, private and voluntary sector organisations who wish to have a greater understanding of the relationship between customer care and diversity.
COSTS: £250.00 + VAT per delegate, £100.00 + VAT vol sector
Receive 25% discount when booking on two or more courses

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