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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 


As a direct response to the COVID-19 pandemic we are now live-streaming all of our courses.

For the most up to date information regarding the pandemic, please take a look at our 'COVID-19 Update' page.

Live stream and recorded courses

Live-streamed course. Watch at home, at school or on the go.
08 November 2021
Online, interactive access.
Watch again for 7 days.

Courses at venues

29 September 2021
The Met Hotel, King Street , LEEDS, LS1 2HQ
01 October 2021
Aloft Birmingham Eastside, 4 Woodcock Street, BIRMINGHAM, B7 4BL
17 December 2021
Worsley Park Marriott Hotel & Country Club, Worsley Park, MANCHESTER, M28 2QT
25 January 2022
Lancaster Gate Hotel, 66 Lancaster Gate, LONDON, W2 3NA
30 March 2022
Durham Marriott Hotel, Old Elvet, DURHAM, DH1 3JN