Course Title
Enhancing Reception and Administration Skills in an
Information Centre
Level 2/3
For experienced
Information Providers who have a good basic knowledge of
the course subject matter and wish to enhance and deepen
that knowledge.
Date
Wednesday 21st April 2010
Venue and Time
Citizens Information Board, George's Quay House, 43
Townsend Street, Dublin 2
10.00-4.30pm
Presenters
Helen McDermott, Customer Service Executive, Citizens
Information Board and Jackie Dempsey, Blanchardstown CIS –
awaiting confirmation
Limited
to
15 participants
Aim
To enable participants to further develop their customer
service and administration skills to deal with customers
effectively
Learning Outcomes
On completion of this course participants should be able
to:-
- recognise the importance of customer service to role
- demonstrate the importance of first impressions
- demonstrate effective customer communications
- demonstrate professional telephone skills
- deal positively with challenging customers, challenging situations and in handling complaints
- plan an organised reception and information display area
- illustrate how the day-to-day administration of the centre should be carried out.
Please note that additional administration skills such as Minute-taking, IT, Diary system, Time management to be covered at another stage.
Special Requirements
Please ensure that you are familiar with the CIB Customer
Charter, 'Guidelines on dealing with Difficult and
Challenging Customers' and 'Dealing with Complaints
effectively'
Closing Date
7th April 2010
Applications and enquiries to: Central Training Administrator, Gillian Strain, Citizens Information Board, George's Quay House, 43 Townsend Street Dublin 2 Tel: 01 605 9020 Email: gillian.strain@ciboard.ie
Note: Please do not send a cheque to the Citizens information Board. An invoice is issued after the event.
