Welcome Host for Local Authorities - customer service training

Designed specifically for staff working in local authorities, this innovative course will help you establish a customer-focused culture throughout your organisation.

You will look at how to:

  • appreciate the value of customer service within local authorities
  • identify methods used to measure service standards
  • communicate effectively with customers face-to-face, on the telephone and in writing
  • identify and anticipate the needs of different kinds of customer
  • resolve problems and difficult situations
  • promote usage of local authority services

For booking enquiries please contact your local Welcome to Excellence manager


Full course details

This unique one-day course will transform the way local authority staff see their role and help them improve the quality of their customer service, equipping them with practical skills and strategies.

A combination of inspirational instruction, group activity and personal action planning, this exciting programme will instil a fresh perspective on their role and a new understanding of how to deliver great customer service in a local authority.

Welcome Host for Local Authorities covers:

  1. The value of excellent customer service
  1.  The organisation of local government
    • An overview on local authorities and their role
    • Working for a local authority
  1. Internal and external customers
  1. Key elements of customer service
    • Changing expectations of customers
    • Setting and maintaining standards
    • Creating a good first impression
  1. Effective communication
    • Verbal communication
    • Body language
    • Listening skills
    • Written communication
    • Telephone techniques
  1. Providing information and advice
  1. Meeting specific needs
    • Language and cultural diversity
    • Accessibility
    • Different ages of customers
  1. Dealing with difficult situations
    • The 'nice' customer
    • Handling complaints effectively
    • Recognising different behaviours
    • Resolving problems
  1. Increasing service usage
    • Promoting your services
    • Improving quality
  1. Assessment activity


Course prices

Open course price: £90.00

In-house course price: £850.00

Course reviews

"Staff really enjoy the Welcome Host for Local Authorities course and get tremendous benefit from them.  One aspect that people particularily enjoy is that the courses are interactive and that adds to the overall impact."

Customer Focus Project Coordinator
St Helens Council


Course dates

For more information call 023 8062 5439 or click here to email

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