Professional Discussion Record for Suzanne Leach conducted on 21/06/2010
The word customer applies to practically anyone who enters the centre. This
could include anyone for Adult Learning, members of staff from the Library
and public. For me is refers primarily to members of the public who I might
need to pass on to Adult Learning staff, anyone who enquires about Future
Jobs Fund, any tutors, outside tutors coming in for Future Jobs Fund, Library
staff, job centre advisors, potential successful candidates before and after
interviews, any phone callers primarily for Future Jobs Fund, my line
manager, her line manager and other colleagues who work quite closely with
myself and Future Jobs Fund. Occasionally although it’s no longer my
responsibility I do have to deal with drop in customers asking questions, Adult
Learning enquiries, other class’s learners and tutors.
Because of how varied the people I deal with are I have learnt that effective
and efficient customer service is essential. This is something I learnt in
previous jobs and have been able to transfer over to this one. Often this just
extends to providing my line manager with any materials she might need
without delay. However I have come to realise that it is important to do more
for the candidates. For this reason I aim to recognise them from the first day if
not try to learn names, learn what level of Literacy and Numeracy they have
so I can provide any materials they may require and even down to how they
take their tea and coffee so I can ensure they don’t run out of anything. High
standards of customer service can ensure customers continue to use the
services available and ensure I don’t receive any complaints. This was shown
through Future Jobs Fund when one of our successful candidates told us that
he’d heard about us through a friend who had also come through the scheme.
Another reason customer service is important is because it helps to build
positive working relationships with each and every person I deal with on a day
to day basis.
I provide this level of customer service by initially acknowledging the
customers who walk in with a smile and a greeting if possible. In the case of
tutors I usually ask how they are, what they did at the weekend and if they
need anything. With the recent refurbishment one of the tutors couldn’t find
the register for their class; fortunately I had already spotted it earlier and could
give this to her. With Future Jobs Fund tutors I prepare the classroom, give
them all the materials they will need and send them emails with how many
people they will be teaching and any other information they request so they
are fully prepared. By doing this I let them know that I am there to help. This
helps to maintain a good relationship so they feel more relaxed and ready for
the class, comfortable that I know what I’m doing and reduces the potential for
any negative feelings. With members of the public I make it a point to
remember faces if not names of the regular users and learners. This makes
our regular customers feel more appreciated and welcomed. With Future Jobs
Fund by being able to recall faces and sometimes names I am able to be
more personable with them and have become good friends with some of
them. Being able to recognise the names and voices of job centre advisors is
another good level of customer service. By addressing them personally I’ve
developed some good working relationships with them. One extremely
The word customer applies to practically anyone who enters the centre. This
could include anyone for Adult Learning, members of staff from the Library
and public. For me is refers primarily to members of the public who I might
need to pass on to Adult Learning staff, anyone who enquires about Future
Jobs Fund, any tutors, outside tutors coming in for Future Jobs Fund, Library
staff, job centre advisors, potential successful candidates before and after
interviews, any phone callers primarily for Future Jobs Fund, my line
manager, her line manager and other colleagues who work quite closely with
myself and Future Jobs Fund. Occasionally although it’s no longer my
responsibility I do have to deal with drop in customers asking questions, Adult
Learning enquiries, other class’s learners and tutors.
Because of how varied the people I deal with are I have learnt that effective
and efficient customer service is essential. This is something I learnt in
previous jobs and have been able to transfer over to this one. Often this just
extends to providing my line manager with any materials she might need
without delay. However I have come to realise that it is important to do more
for the candidates. For this reason I aim to recognise them from the first day if
not try to learn names, learn what level of Literacy and Numeracy they have
so I can provide any materials they may require and even down to how they
take their tea and coffee so I can ensure they don’t run out of anything. High
standards of customer service can ensure customers continue to use the
services available and ensure I don’t receive any complaints. This was shown
through Future Jobs Fund when one of our successful candidates told us that
he’d heard about us through a friend who had also come through the scheme.
Another reason customer service is important is because it helps to build
positive working relationships with each and every person I deal with on a day
to day basis.
I provide this level of customer service by initially acknowledging the
customers who walk in with a smile and a greeting if possible. In the case of
tutors I usually ask how they are, what they did at the weekend and if they
need anything. With the recent refurbishment one of the tutors couldn’t find
the register for their class; fortunately I had already spotted it earlier and could
give this to her. With Future Jobs Fund tutors I prepare the classroom, give
them all the materials they will need and send them emails with how many
people they will be teaching and any other information they request so they
are fully prepared. By doing this I let them know that I am there to help. This
helps to maintain a good relationship so they feel more relaxed and ready for
the class, comfortable that I know what I’m doing and reduces the potential for
any negative feelings. With members of the public I make it a point to
remember faces if not names of the regular users and learners. This makes
our regular customers feel more appreciated and welcomed. With Future Jobs
Fund by being able to recall faces and sometimes names I am able to be
more personable with them and have become good friends with some of
them. Being able to recognise the names and voices of job centre advisors is
another good level of customer service. By addressing them personally I’ve
developed some good working relationships with them. One extremely
