Customer Service Training Project - Children's Services
Tender ID: 568835
Tender Details
Tender Description
Penrith City Council Children’s Services is seeking an existing customer service training program or the creation of a training program that can be tailored and delivered face to face to our teams. The training would need to be delivered in 2 group face to face sessions. We are also seeking an E learning module that could be used with new staff that commence within a 12-month period.
We are looking for the package to also include options for follow up/check in sessions over a 12-month period.
The training program will need to include elements and tools as listed below.
1. Introduction to Customer Service in Childcare
- Overview of the importance of customer service in childcare
- Understanding the needs and expectations of parents and children
- How to build trust and relationships with families
2. Effective Communication Skills
- Active Listening techniques
- Verbal and nonverbal communication
- Sustaining consistent communication
3. Building Respectful Relationships
- Creating a welcoming and inclusive environment
- How we are approaching families, what tools are we using to greet families
- Establishing rapport with parents and children
- Having a consistent approach to greeting families
4. Handling Difficult Situations
- Assisting families and guardians who are upset or making a complaint.
- Obtaining their desired outcome and managing expectations
- Maintaining professionalism under pressure
- Tools to deescalate difficult situations or conversations.
5. Continuous improvement
- Setting goals for areas of improvement or development
- Monitoring progress and resources to act as a refresher for employees.
Location
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