Is this course for you?
Any member of your team can help to improve the customer experience. This course will teach you quick, cheap and easy ways to improve your customer's experience and create an enthusiastic advocate out of every customer.
Member: £279 +VAT
Non-Member: £349 +VAT
If your organisation is funding your training, you can request to pay via invoice. If you’d like to secure your place while awaiting a purchase order (PO), you’re welcome to book now and provide the PO number afterwards. Please send all PO enquiries to [email protected].
Upon completion of this course, you will understand:
- Customer types: Different types of customers and how to communicate with them
- Developing relationships: How to develop strong customer relationships
- Generating return custom: Techniques to ensure customers return
- Dispute management: How to manage customer disputes effectively
All our learning outcomes match the essential skills required by the profession day-to-day.
This course will boost your skill set, providing the tools you need to advance your career.
Study time is equivalent to 7 CPD hours.
This is a one-day course comprising workshops and practical tasks.
1. Live virtual training via zoom
Learn from a location that suits you.
In order to be part of our virtual training session, you will need:
- Access to a computer (PC or Mac) which has a microphone and web cam included (or an additional microphone and web cam installed and set up)
- A strong internet connection
- A pair of headphones
- A quiet area of your home where you can concentrate, uninterrupted
Course trainer
Gillian Hayter (MBA)
Gillian Hayter (MBA) is the founder and CEO of Reboot Ltd and the Facilities Learning Hub. She is Chief Examiner for an Awarding Organisation and has published several academic texts and study guides. As a lead trainer, assessor and tutor for IWFM her knowledge of FM supports professional development and qualifications. She has written articles for several publications including the FMJ. Gillian is passionate in the area of careers within FM, focusing on fair pay and career development.
She was recently (and for the third year), a delegate at the United Nations Commission on the Status of Women (UK).
In her spare time, Gill plays golf, tennis and recently published her first non-workbook - Mahjong for Beginners!
She has published ‘ Complete in a Week Series to provide a guide for the units at Level 3 and 4 for the IWFM qualifications and her book for FM will be published in September – An Introduction for New Facilities Managers.
The course is relevant, well-structured and presented by someone with practical experience. Attending a course like this allowed me to return to my services with eyes opened wider than they were before!.
Attendee of 'Improving the Customer Experience' course
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