Client Services - Introduction

Intended Audience:

Staff who spend significant time each day dealing with clients and who wish to ensure the interaction is effective and satisfying for all concerned.

Workshop Description:

Good service to students and other clients begins with sound skills. This workshop will define what excellent service is, then help you to develop the skills to deal confidently with the situations which arise when dealing with the University’s clients. It will focus on:

• Defining excellent client service
• Active listening techniques
• Appropriate assertiveness in a client service context
• Developing your skill in asking questions
• Dealing with difficult client interactions
• Techniques for managing your stress

Intended Outcomes:

Participation in this programme will allow you to:

• Explore frameworks of client service in a university context
• Become familiar with the elements required to provide outstanding client service
• Apply appropriate listening and questioning skills
• Use appropriate assertiveness skills for a client service context
• Deal creatively with difficult client interactions, including saying “no”
• Be able to manage stress effectively

Key Activities:

• Information presentation
• Group activities and discussion

Duration:

2 x 3 hours

Date and Time:

• Wednesday 4 March 2009: 9:00am - 12:00pm, and Thursday 19 March 2009: 9:00am - 12:00pm

Venue:

• Love House, 28 Broadway, Seminar Room 1

Facilitator:

Denise Nevill, Way Forward Consulting

Cost:

UWA staff members and UWA affiliates will receive priority in gaining access to this session. Participant enrolment in this workshop will be confirmed following the closing date for applications. Please note a cancellation fee may apply for non-attendees. We also welcome enrolment by non-UWA participants, subject to availability. The commercial fee for non-UWA attendees is calculated at $100 per hour of attendance. Staff working in other universities will receive a 20% discount on the commercial fee.

Number of Places:

24

Closing Date:

• Registration for this workshop closed on Wednesday 25 February 2009 .
  

TRIM Number: