All learning from the Managing quality category
The Volunteering Impact Assessment Toolkit (VIAT) produced by the Institute for Volunteering Research (IVR) and NCVO can help you measure and demonstrate the impact of volunteering. This event aims to equip you with the skills and confidence to use the toolkit effectively.
This practical and fast-paced course will give you the skills to make the most of your data, and deliver compelling and useful outcome and impact reports.
Customers don’t always complain out loud and this course starts by examining how it is beneficial for their organisations to encourage complaints. It then looks at the best ways of annoying customers, including phrases that are common in the world of customer service, in order that these be avoided. Client’s … Read More
Starting by looking at the most common things that annoy people when they are experiencing poor customer service, delegates then examine the 7 basic needs of clients so that they can implement quick and straightforward strategies in order to meet those needs. From building rapport to structuring a conversation in … Read More
The FCA publishes rules and principles that debt counsellors must adhere to. This session helps advisersand their managers plot a route to ensure they are providing advice that meets FCA rules and principles, whilst giving the opportunity to share best practice with colleagues.
Increasing demand for advice services or dealing with complex enquires/cases can impact on efforts to maintain excellent customer focus. This course explores the theories that underpin customer relations and the practical strategies for maintaining customer focus in any situation.
This course will give you a comprehensive and practical grounding in monitoring and evaluation. You will learn how to define and measure outcomes and also begin to develop your own monitoring and evaluation framework, which you can start using straight away.
This bite size gives an overview of quality management principles and some tips on how you might embed these into your work in the bureau.
This e-learning explores how the different customer service skills can be demonstrated over email and web chat.