WorldHost Customer Service Training

In October 2017, the WorldHost Principles of Customer Service course was delivered to 15  staff from Derry City and Strabane District Council with particular emphasis given to dealing with internal customers, answering telephone calls and handling customer complaints.


Derry City and Strabane District Council

The Brief

Customer Sense’s Jean Haworth was asked to design and deliver the WorldHost Princples of Customer Service training course to 15 staff in Derry and Strabane District Council in October 2017.

In addition to the standard areas normally associated with WorldHost Customer Service training , the training was weighted towards:

  1. the importance of effective relationships with the “internal” customer in council,
  2. dealing with difficult customers,
  3. developing a standardised approach to call handling given the high volume of  telephone calls dealt with by the administration staff from the various departments.

The Methodology

Frontline administration staff from various departments within Derry City and Strabane District council including Corporate Reception, Building Control and Planning attended the WorldHost Principles of Customer Service course.  The training was delivered by experienced WorldHost trainer Jean Haworth in late October 2017.  It was linked to the council’s Customer Charter and tailored to meet the specific requirements of council staff.

Learners were given the opportunity to role play dealing with a difficult customer using work based scenarios.  These were assessed and feedback given by the trainer.

All delegates completed their own workbook and the course culminated with a short test to ascertain that successful learning had taken place. WorldHost certificates and lapel badges were awarded to the successful delegates.

Success Story

Interaction was excellent in the training and subsequent feedback was very positive.  Here are some of the comments from the delegates:

Brilliant, really enjoyed the day. Jean was extremely knowledgeable and helpful.

Excellent course, Jean was very engaging – cannot see how this course could be enhanced.

This is a great workshop. It can’t be improved.

Excellent course, very informative. Jean has a wealth of knowledge and experience and enjoys sharing it in a very productive way.