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Het officiële certificeringsprogramma voor bouwvaardigheden (CSCS) schetst
Cursus-ID: 2501050108809ESH
Cursusdata: 05/01/25 Cursusduur: 1 studiedag/dagen Cursuslocatie: Londen, VK
Cursuscategorie: Unieke programma's
Cursus subcategorieën:
Onderwijs en professionele ontwikkeling Gezondheid, veiligheid en welzijn Leiderschap en management Duurzaamheid en milieupraktijken Veiligheid in de bouw Milieuduurzaamheid Gezondheid en welzijn Leiderschap en communicatie Kwaliteitsborging Risicomanagement Ontwikkeling van technische vaardigheden
Cursusinformatie
Invoering
Onze cursus is opgezet als een intensieve eendaagse cursus. U leert de benodigde materialen over gezondheid en veiligheid in de bouw om te slagen voor de cursus. Na afloop van de cursus doet u een online test, gebaseerd op wat u gedurende de dag hebt geleerd.
Doelstellingen
Na het behalen van uw testresultaten ontvangt u een bevestiging van uw CSCS-kaart. Vervolgens ontvangt u een bevestiging van uw testresultaten en uw CSCS-kaart. Uw originele CSCS-kaart en uw certificaat ontvangt u binnen 10 werkdagen.
Voor wie is deze bijeenkomst bedoeld?
Iedereen die op bouwplaatsen wil werken Iedereen die wil solliciteren naar een baan in de bouw Iedereen die op een bouwplaats in het Verenigd Koninkrijk wil werken (verplicht)
Trainingsmethode
• Voorafgaande beoordeling • Live groepsinstructie • Gebruik van praktijkvoorbeelden, casestudies en oefeningen • Interactieve deelname en discussie • Powerpointpresentatie, LCD en flip-over • Groepsactiviteiten en tests • Nabeoordeling
Programmaondersteuning
Dit programma wordt ondersteund door: * Interactieve discussies * Rollenspellen * Casestudies en het benadrukken van de technieken die de deelnemers tot hun beschikking hebben.
Dagelijkse agenda
Ochtend Aganda: * 9:00-9:30 (pre-assessment, invullen van het register en aanwezigheid) * 9:30-11:30 (technische sessie) * 11:30-11:45 (koffiepauze) * 11:45-12:45 (technische sessie) * 12:45-13:00 (herhalingspauze) * 13:00-14:00 (CSCS-test) Middag Aganda: * 14:30-15:00 (pre-assessment, invullen van het register en aanwezigheid) * 15:00-18:30 (technische sessie) * 18:30-18:45 (koffiepauze) * 18:45-19:45 (technische sessie) * 19:45-20:00 (herhalingspauze) * 20:00-21:00 (CSCS-test) Testen)
Cursusoverzichten
Week 1
Day 1:
Foundations of Customer Service
Understanding the role of customer service in government and private sectors.
Principles of excellent customer service and their impact on organizational success.
Identifying and meeting customer expectations effectively.
Essential interpersonal skills for customer-facing roles: empathy, active listening, and clarity in communication.
Day 2:
Advanced Communication and Problem-Solving Techniques
Developing effective verbal and non-verbal communication skills.
Strategies for handling complaints and resolving customer issues professionally.
Techniques for managing challenging customers and de-escalating conflicts.
Building rapport and trust to enhance customer satisfaction.
Day 3:
Technology and Innovation in Customer Service
Exploring tools like CRM software and chatbots to improve customer interactions.
Using data analytics to anticipate customer needs and personalize service.
Integrating digital and traditional service channels for a seamless customer experience.
Case studies on successful implementation of innovative service solutions.
Day 4:
Tailored Strategies for Government and Private Sectors
Navigating the unique challenges of customer service in government agencies.
Building customer loyalty and brand advocacy in private companies.
Aligning customer service strategies with organizational goals and KPIs.
Addressing cultural and generational diversity in customer interactions.
Day 5:
Creating a Customer-Centric Culture
Fostering a team-wide commitment to exceptional service.
Continuous improvement strategies for maintaining high service standards.
Measuring customer satisfaction and using feedback for service enhancement.
Final group activity: Designing a customer service improvement plan tailored to participants’ organizations.
Foundations of Customer Service
Understanding the role of customer service in government and private sectors.
Principles of excellent customer service and their impact on organizational success.
Identifying and meeting customer expectations effectively.
Essential interpersonal skills for customer-facing roles: empathy, active listening, and clarity in communication.
Day 2:
Advanced Communication and Problem-Solving Techniques
Developing effective verbal and non-verbal communication skills.
Strategies for handling complaints and resolving customer issues professionally.
Techniques for managing challenging customers and de-escalating conflicts.
Building rapport and trust to enhance customer satisfaction.
Day 3:
Technology and Innovation in Customer Service
Exploring tools like CRM software and chatbots to improve customer interactions.
Using data analytics to anticipate customer needs and personalize service.
Integrating digital and traditional service channels for a seamless customer experience.
Case studies on successful implementation of innovative service solutions.
Day 4:
Tailored Strategies for Government and Private Sectors
Navigating the unique challenges of customer service in government agencies.
Building customer loyalty and brand advocacy in private companies.
Aligning customer service strategies with organizational goals and KPIs.
Addressing cultural and generational diversity in customer interactions.
Day 5:
Creating a Customer-Centric Culture
Fostering a team-wide commitment to exceptional service.
Continuous improvement strategies for maintaining high service standards.
Measuring customer satisfaction and using feedback for service enhancement.
Final group activity: Designing a customer service improvement plan tailored to participants’ organizations.
Week 02
Week 02
Week 03
Week 03
Week 04
Week 04
Week 05
Week 05
Week 06
Week 06
Week 07
Week 07
Week 08
Week 08
Week 09
Week 09
