Course structure

• This course will be delivered on campus as an in-person event over a three hour session (including a short break)
• There will be a requirement to complete pre-work in advance of attending the session

Who should attend

Any member of staff who is not leading or managers others

Facilitator

Debra Parsons, Senior Learning and Organisational Development Consultant

This course uses blended learning to make the most of your time, focusing the session on interaction, knowledge sharing and practice, and ensuring you have plenty of opportunities to embed learning on the job.

Please note, you will need to complete all accompanying work and come to the session prepared and ready to engage with your colleagues.

The pre-work for this course will take approximately 30 minutes to complete.

Pre work will be provided at least two weeks before the session.

By the end of the course you will be able to:

• Define customer service in a Higher Education context​
• Identify key customer groups and understand their differing needs​
• Apply customer journey mapping to improve service delivery
• Recognise behaviours and processes that enhance the customer experience​
• Manage challenging conversations effectively​
• Develop practical actions to improve service quality​

Discussing your learning and development with your line manager

We assume that if you need permission or agreement to attend this course you will have arranged this before booking. To ensure the training is suitable and your learning can be transferred back to the workplace, you should also have discussed the following with your line manager:

• how this training will help to deliver your individual/team goals
• the expected outcomes (what is expected to change or improve as a result)
• any support required post-course to enable you to transfer your learning back to the workplace

Your manager will receive an automated notification when you book or cancel a place on a course using ESS.

Book your place

You must book your place using Employee Self-Service (ESS). Places will be available to book on self-service up to 24 hours before the course, to allow for participants to complete the required pre-work. Download instructions on how to book your place using ESS.

The session will be delivered in-person.

Please note that we do not hold a waiting list for this course.

Cancel your place

You can cancel your place using Employee Self-Service (ESS). Download instructions on how to cancel your place using ESS.

Please cancel your place as early as possible (and at least three days in advance) to allow others to book instead.