Assessing the impact of your volunteers

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.

Complaints handling

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

Customer care (and telephone skills)

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

FCA Compliance & Quality of Advice

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.

Maintaining customer focus workshop

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.

Outcome and impact measurement

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.