Other Items

Improving Customer Service Workshop

A key course for customer service managers, supervisors, team leaders and key staff

Leapark Hotel, Grangemouth

Tuesday 27th June 2017

Valid for IRRV CPD Points



Course background

RRV in Scotland is pleased to offer this customer services workshop, specifically tailored for customer services managers, supervisors, team leaders and key staff and delivered by a leading professional trainer with wide experience of customer service/leadership/motivational training and of the customer services, revenues and benefits environment.

The aim of the day is to ensure participants have the opportunity to learn how customers think and the key steps required to increase customer satisfaction - both face to face and over the phone. In addition delegates will learn new techniques to handle customer stress.

The day will also ensure participants have an opportunity to discuss and share their motivational needs, job de-motivators and to give delegates the tools and techniques to help maintain motivation within a customer service role. The workshop is designed to give participants an inspirational entertaining day. learn new skills and tools in order to deliver customer service everyday .

The workshop is designed to give participants an inspirational and entertaining day. The event is designed to be fun and interactive in order that all participants leave highly motivated and can take a positive, effective role in customer service provision.

In addition they will learn new skills techniques to handle work stress and inject some new ideas to put the smile back into their working and personal lives.

This training day represents excellent value for money, with seminar fees starting at only £125 + VAT. This includes lunch, refreshments, and training materials.

As places are limited, early booking is recommended. The IRRV regrets that, under normal circumstances, delegate fees cannot be refunded. However, delegate substitutions may be made at no cost at any time prior to the Seminar, subject to these being notified to the Institute.

The Detail

  • By the end of the workshop the participants will :
  • Be highly motivated and have learned new techniques to be self-motivated
  • Be confident in a customer service role
  • Be more productive
  • Be able to deliver consistent customer service every time
  • Have new stills to handle customer stress
  • Be keen to use their new customer service skills
  • Be highly positive
  • Be engaged with the organisation
  • Ensure they can achieve job satisfaction
  • Be smiling

Workshop Outline

  • Introductions and aims of the workshop
  • Power of the mind, positive thinking
  • People - their personalities, beliefs and attitudes
  • Motivators and de-motivators
  • Customer Service tools and techniques
  • Customers, customers, customers. How do they think?
  • Target Setting
  • New skills to transform the customer service environment o Playing the customer service game
  • Goals at work and at home
  • Integrity in the workplace
  • Negative people and the dangers
  • Control check and balances

The Course Leader is David West, well known to many Scottish local government practitioners through his long association with Capita Local Government Services.

David West started Smile Motivation in order to deliver his unique customer service, leadership and motivational workshops to a wider audience and he thoroughly enjoys running them. David has delivered his unique leadership and motivational workshops to hundreds of people during the past 20 years and has developed an exceptional understanding of motivation theory and practice.

Delegates who attend David's workshops are more motivated have a more positive attitude, confidence and have improved performance.


Every fourth place from the same organisation booked for this course (and made in the same booking) is entirely free of charge. Please note that, due to the demand for places, this offer applies only to the course detailed in this brochure and applies to the lowest cost place.


Any queries?
If you have any queries, please contact

Fraser Macpherson,
IRRV Development Manager,
2A Argyle Street,

Telephone/Fax – 01382 456029
email -


Fraud and error and a focus on the extended use of RTI

including a general update from DWP

Leapark Hotel, Grangemouth
Friday 6th April 2018


Universal Credit Full Service roll-out - the crucial issues

 A major one day conference from IRRV

Leapark Hotel, Grangemouth
Tuesday 17th April 2018


Data Protection Update

Leapark Hotel, Grangemouth
Wednesday 18th April 2018


Subsidy and Audit Workshop

Maximising local authority income - Revenue, Risk, Remedy and Recovery

Leapark Hotel, Grangemouth
Friday 11th May 2018


Improving your Website, Customer Access Channels and social media presence

Fully updated workshop to also cover issues around welfare reform

Waverley Court, Edinburgh
Monday 14th May 2018


Know your Non Domestic Rates

A one day training course – a great NDR grounding plus Barclay Review overview

Leapark Hotel, Grangemouth
Tuesday 15th May 2018


Optimising Automation

A follow up and fully updated workshop to get the most from our electronic interface with DWP : ATLAS Automation Refresher – Automating RTI and Optional RTI

Leapark Hotel, Grangemouth
Friday 18th May 2018


Understanding Support for Housing Costs in Temporary Accommodation

* A key workshop from IRRV Scotland *

Leapark Hotel, Grangemouth
Tuesday 22nd May 2018


Know Your Council Tax

Leapark Hotel, Grangemouth
Wednesday 30th May 2018
Fully updated for 2018


Telephone debt collection workshop with PhoneCoach

Improve your collection of rents, local taxation and sundry debt

Leapark Hotel, Grangemouth
Thursday 31st May 2018


Team Building and Motivational Workshop – Revenues & Benefits

Tuesday 5th June 2018
The Leapark Hotel, Grangemouth
Revised Date


Working Age Welfare Benefits - 2018

Working age Welfare Benefits – a whizz through

Leapark Hotel, Grangemouth
Thirsday 7th June 2018
Revised Date


Introduction to Housing Benefit and Council Tax Reduction

 A key workshop from IRRV Scotland

Leapark Hotel, Grangemouth
REVISED DATE : Thursday 14th June 2018


Systems Thinking

Leapark Hotel, Grangemouth
Wednesday 20th June 2018
Fundamentals for revenues and benefits managers and team members


Dealing with vulnerability in a revenues environment

Thursday 21st June 2018
The Leapark Hotel, Grangemouth