Training
25 September 2018

 

TC67: CUSTOMER SERVICE AND BEST PRACTICE FOR ON-SITE STAFF

 

Date:

25 September 2018

Time:

09:30 – 17:00

Address:

High Holborn, London, WC1V 6AA

 

Description
This is a full-day classroom-based training course that seeks to educate and inform all on-site staff and to raise to a high standard the level of service given by concierges, porters, caretakers and building managers, to the residents in a structured and interactive way. It also covers fire safety responsibilities faced by on-site staff. This course is tailored to cover what is expected when working on site in residential buildings.
 
 
Content
The course aims to give an overview of:-
 
  • The role of a Concierge and on-site staff
  • Core values
  • Residents’ expectations
  • Image and grooming
  • Exceptional customer service and the customer experience
  • Key procedures
  • Efficient problem-solving and complaints handling
  • Concierge best practice
  • Fire safety responsibilities
 
Audience
This programme is suitable for Concierges, Porters and Building Managers with all levels of experience. Whether on-site staff are new to the role of a Concierge or are experienced in Front-of-House but lacking residential experience, the course acts well as both an introduction and a refresher.