Delivering Excellent Customer
Service
Target audience: staff who are client facing
(whether internal or external)
Aim: to provide an understanding of customer expectations and
practical tips on how to meet them
Suggested Content: managing expectations; identifying needs,
wants and desires; service recovery, rapport and
relationships
Getting the most from your
Appraisal
Target audience: all staff due to
participate in their regular performance reviews
Aim: to prepare staff and ensure the best possible outcome is
gained from the meeting
Suggested Content: self assessment and preparing for the
meeting; receiving praise and feedback; personal development
planning
Equality and
Diversity
Target audience: all staff
Aim: to provide insight and understanding that promotes fairness
and harmony in the workplace
Suggested Content: the law; definitions of discrimination;
employee rights and responsibilities
Managing your Time and
Workload
Target audience: staff in roles that
require work to be planned and prioritised
Aim: to provide practical tips and techniques on how to manage
workloads effectively
Suggested Content: urgent vs. important; 10 time management
tips; handling interruptions