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[craigworc]

We have recently merged with two other authorities to form a new Revs and Bens Shared Service. One of the many issues this has bought to light is the lack of training/experience some of the staff at the Customer Contact centres have had.

We are therefore looking at a programme of training for all the affected contact centres … so i’m on the scrounge 😉

I have a few things that we did with our contact centre but it appears that I am going to have to start from scratch with a lot of the staff so does anybody have any training material specific to Cusotmer Contact Centre staff. These staff deal with lots of different areas and I don’t want to overload them too much.

My email is craig.patching@swrbss.org. Any help is much appreciated.

Thanks

Craig

[Anonymous]

Am also on the scrounge if someone has some customer service training notes that they don’t mind sharing 😀 Please pm me 😀

[janish]

We are having a look at an on-line training course from IRRV – have paid for 6 staff to ‘trial’ it.

the website is http://www.irrvprofessionaldevelopment.org.uk

Janis

[Anonymous]

Are you looking for specific HB/CTB awareness training, or general customer service training for your contact teams? I try to stay away from training our customer services teams how to deal with customers, but I have got HB basics & welfare bens courses I run for them. Ours deal with all sorts of stuff, too, so I’ve kept the HB/CTB down to what they NEED to understand to answer queries, rather than trying to turn them into experts.

[craigworc]

Lorraine,

definately HB stuff. Ours deal with loads of different service areas as wells so I’m looking HB specific training.

[Author]

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