Customer Service Training Project - Children's Services

Summary and scope

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. 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 Effective Communication Skills Active Listening techniques Verbal and nonverbal communication Sustaining consistent communication 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 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. Continuous improvement Setting goals for areas of improvement or development Monitoring progress and resources to act as a refresher for employees.