Delivering Client Service with Excellence (FON501)
Overview
Delivery method
Online
Duration
8 hours
Audience
Employees
Description
This course has been archived. Alternatively, the following related courses may be of interest to you:
- Moving from Bias to Inclusion (INC123)
- Introduction to Human-Centered Design (DDN207)
- Rapport Building in Customer Service (TRN236)
- Addressing Disability Inclusion and Barriers to Accessibility (INC115)
- Advancing the Conversation on Systemic Racism: Self-Assessment (INC116)
- Reflecting on Cultural Bias: Indigenous Perspectives (IRA101)
- Facing Confrontation in Customer Service (TRN242)
- Dealing with Customer Service Incidents and Complaints (TRN241)
Public service employees who work with internal or external clients are expected to deliver client service with excellence. This online self-paced course reviews common client satisfaction factors and provides an opportunity to practise communication techniques with a client-centric lens. Participants will take a learning journey to become more agile and inclusive in their service delivery when responding to client concerns and service issues.
Topics include:
- reviewing common client service satisfaction factors
- identifying strategies for inclusive and agile client service
- applying effective communication techniques to build and maintain rapport with clients
Notes:
Before registering for this course, learners must have a basic understanding of unconscious bias. It is recommended that learners complete Moving from Bias to Inclusion (INC123) prior to starting FON501.
Legacy course code: R101
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