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AS-101 All Staff Induction

This course is a general induction designed to familiarize you with the expectations of being part of our team.

119 STUDENTS ENROLLED

This course will show you how to do it “our way” when it comes to creating consistently memorable experiences. It is mandatory course for all staff regardless of your department and role and you should complete it before your first day.

People who complete this course, will be able to demonstrate the highest standard of customer service skills; deal with customers face-to-face and over the telephone; professional phone manner, etc.

Customer service is at the heart of all our activity. It is the single most important factor that influences people’s choice between The Trusts Arena and other arenas. Customers and visitors who have needs are the reason we exist, whether it is a 5 year old child who needs ice to an Event Promoter needing information. If we cannot meet their needs then we fail in our obligation to them.

If they believe we cannot help them to solve the problems or do not have the time to help, they will call on someone else to do it for them.

Course Curriculum

Section 1 - Welcome to The Trusts Arena
	1st -The History of The Trusts Arena	00:45:00
Section 2 - The Standards
	2nd Code of Conduct	00:10:00
	2nd-First Impressions	00:10:00
	2nd -Uniforms	00:10:00
	2nd 5 Star Service Principles	00:10:00
	2nd Attend to Customer on the Telephone	00:30:00
	2nd Attend to Customer Face-to-Face	00:15:00
	2nd-How to Respond to Complaints	00:35:00
	Quiz for the Standards section – Induction	00:10:00
Section 3 - In House Systems
	3nd-Rostering	00:10:00
	3rd -Time Target – The Basics	00:15:00
	3rd -Time Target – Daily Responsibilities	00:05:00
	3nd-Radio Etiquette	00:10:00
	3rd-Email and Internet	00:15:00
	3nd-Spending Delegations and Purchase Orders	00:05:00
	3rd-Cash Management	00:10:00
	3rd Credit Cards	00:05:00
	In House System Quiz- Induction	00:08:00
	Induction Final Quiz	00:10:00