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Customer-care skills for front line staff (and volunteers)

12/06/2014 @ 09:30 - 13:30

Public expectations are rising, and the era when users of community buildings were expected to ‘take what they are given’ are (thankfully) long gone. But whilst organisations want to deliver excellent service to their users, (who are their ‘customers’) they face particular challenges in delivering this, including a lack of resources and over-stretched staff and volunteers. No one knows this more than those on the front-line – the people who work on the reception desk, answer the phone, or open the door to customers.

Who should attend: This course offers practical training to people who deal directly with customers in a community building, and is designed to provide them with tools and step by step approaches they can use to provide good customer care. It will cover the basics of customer service and the main issues in customer care such as communication, listening and questioning skills and handling difficult situations.

This training will be delivered by Rachel Williams and Jacquie McKenzie.

To secure your place, please complete the application form and send it to Maria Gonzalez at by Thursday 29th May. We expect these courses to be popular, so earlier application is advised!

This course is free to Islington organisations, but we are afraid that we have to make a charge of £20 for organisations based outside Islington.

If meeting the fee for a course is a problem for your organisation, please contact Janet Keighley by email at VAI to discuss this, and she will try to help



09:30 - 13:30


Voluntary Action Islington
200a Pentonville road
London, N1 9JP United Kingdom
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