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.

Facilitator

Jackie Shefferd, Development Consultant

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.