Planning for COVID-19

Webinar Series

Planning for COVID-19

The COVID-19 pandemic has impacted all of us, the changes and impacts will continue for some time. It’s during times like this when you need you remember that you are part of a community of best practice, so don’t be alone. The Forum is your friendly, safe environment for sharing ideas, top tips and pitfalls to avoid. In this time of uncertainty its important that we collaborate and work together, bringing together ideas and use this time as an opportunity to learn and continue to raise standards.

We have designed three short series of learning academy modules, along with a top-tips & pitfalls to avoid for homeworking webinar and then a virtual networking group to help you. Phil Anderson has written an article about some of the considerations you might need to make.

To view series 1 and 2 you need to log in to the website. Click on My Account at the top right to register or log in.

Published on 26 September 2024

What does good quality look like?

This module examines quality frameworks and the essential components to include within diverse organisational contexts:
- Customer Understanding and Interaction: Stresses the importance of genuinely listening and understanding customer needs, emphasising human interaction over scripted responses.
- Outcome-Oriented Service: Advocates delivering appropriate outcomes by balancing customer expectations with business needs, avoiding overly rigid process adherence.
- Efficient and Effective Communication: Focuses on efficient use of time, clear communication, and setting precise expectations to prevent unnecessary follow-ups and enhance customer satisfaction.