Excellence in Service Delivery

1 Day Program

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This brokered program has a focus on building the knowledge and skills that result in excellent service delivery by creating highly positive client/customer experiences. It is suitable for DoE employees who provide service in terms of: reception duties, front-of-house duties for schools or organisational units, being a point of contact for internal and/or external DoE enquiries, working regularly with members of the public.

This one day workshop will present tools and techniques that ensure every conversation and interaction is mutually positive for all parties involved. It touches on elements of knowing the what and where of ‘positive experience zones’, how to understand the needs of the client (be client-centric), changing client perception, and how to deal with difficult clients.

At the end of the workshop participants will be able to:

  • define the elements of excellent service delivery
  • utilise a range of tools and techniques (such as communication and questioning) that support positive interactions with clients
  • utilise a range of techniques for responding to situations dealing with difficult clients
  • be aware of how to change client perception if it benefits the outcome/situation.

1 Day Program – 8.30am – 3.30pm

North – The Tramsheds – Launceston

Wednesday 3 April 2019

South – Professional Learning Institute – Hobart

Thursday 4 April 2019