Equality and Diversity Training: Customer Service
Suitable for: All Front Line Teams
Group Size: 12 Delegates
Updated: May 2020
Delivered to: Functional Teams or Mixed Delegates
Recognising and tailoring service propositions and maximising equality of access to meet the differing needs and expectations of diverse customers is now an essential consideration in many UK organisations.
As the demographic profile of the UK continues to change, so must the approaches and services provided by organisations.
Delivering services to diverse groups of people requires a combination of technical knowldge, skills, behaviour and confidence.
How Can McKenzie Help ?
As the leading UK Equality and Diversity specialists, we have comprehensive experience of working with our partner organisations to design, deliver and evaluate bespoke Equality and Diversity equality customer service development programmes.
All events are designed and delivered by facilitators / consultants who have an expert background in Equality, Diversity and service / operations and are employed by McKenzie.
Example Programme Content:
All events, by definition, have to be written and designed to match your own approaches, and procedures to customer service. We list below, for information, some general examples of the topics that could be included as part of a development event. We stress these are examples only.
Analysis of the business benefits of embracing Equality and Diversity
Exploration of the changing profile of customers
Examples of how needs and expectations can differ by example Equality groups
Introduction to the concept of Reflective Diversity
Examples of best practice drawn from other UK organisations
Interactive case studies of initiatives and business outcomes
Exploration of common cross cultural differences
Introduction to Unconcious Bias and Stereotyping
Exploration of your existing and potential customer base
Exploration of key knowledge, skills and behaviour required to tailor services
Toolkits, resources, signposts and further reading