CRM refresher training
The Customer Service Training team is offering Customer Relationship Management (CRM) System training in June, July and August.
Training is being offered as part of our ongoing commitment to delivering consistent, high-quality customer service across the Council.
These CRM refresher training sessions are designed to reinforce best practice, provide updates on recent changes, and support colleagues in using the CRM system effectively and confidently in their day-to-day roles.
Attendance is encouraged for staff who need a refresher or new members of staff.
What will be covered in the training:
- Service requests – how to raise a Service Request on the system and case handling including adding a case note, closing a case, re-allocating a case to another user or group
- Complaints – how to raise a complaint on the system and how to handle complaints including completing Stage 1 and Stage 2 closure forms and re-allocating complaints to another group
- Elected Member Requests – how to raise an elected member enquiry and case handling including completing closure detail forms and re-allocating enquiries appropriately
- SLAs (Service Level Agreements) - highlighting the importance of SLAs and ensuring awareness of SLA expectations
- Other frequent miscellaneous tasks – creating a customer record, searching for a customer record and reviewing case history
For each of the dates, there is a morning and afternoon session available for booking:
- Tuesday 30 June: 10am session or 2pm session – book now!
- Wednesday 1 July: 10am session or 2pm session – book now!
- Tuesday 4 August: 10am session or 2pm session – book now!
- Wednesday 5 August: 10am session or 2pm session – book now!
Each of the sessions will take place via Microsoft Teams and attendance to only one session is required. If you have trouble finding the date via the booking link, simply use the arrows to scroll right to move ahead in the calendar and select the noted date and time.
Published June 16, 2026
