Essential Skills for Front Line and Office Staff

Front line or office staff are often the first people visitors to the school encounter – they are the ‘directors of first impressions’. This course will explore how to get the best out of these staff to help the school or college project the image it wants to a range of ‘customers’ and provide an outstanding quality of service.

  • How to go that extra mile
  • Dealing with the difficult customer
  • Working effectively as part of a team
  • Dealing with change
1 day
£265 + VAT
9:15 - 15:30
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About this course

This course will be highly interactive, with plenty of opportunities for discussion and to explore case studies and scenarios to build our confidence in dealing with the wide range of people and problems that frontline and office staff face every day.

  • Develop a better understanding of what constitutes good and bad customer service
  • Consider what good customer service might look like in a school - how can we ‘go that extra mile’?
  • Consider how to handle difficult people; problem-solving and projecting a professional image
  • Develop key skills for running reception successfully; improving communication and listening skills
  • Discuss why and how we should be assertive 


This course is appropriate for secondary schools.

How to access this course

This course is easy-to-access in any of the below formats...

  • Face-to-face at COVID-secure venues across England on the dates below. Please click here to see our COVID-19 update.
  • Via livestream on the dates below - accessible from home, from your school, or anywhere with an interconnected device.
  • School-wide license, for every member of staff in your school to watch for a period of 30 days. Please contact us to purchase your school-wide license for this course.
  • An INSET or after-school twilight at your school, tailored to your requirements. Contact us for your personalised quote.

Live stream and recorded courses

Recording course. Watch at home, at school or on the go.
Available anytime
Pause, search and watch again for 30 days.
Live-streamed course. Watch at home, at school or on the go.
26 May 2022
Online, interactive access.
Watch again for 7 days.

Courses at venues

30 March 2022
Durham Marriott Hotel, Old Elvet, DURHAM, DH1 3JN