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Customer Service |
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(point
to the course title to read description) |
Directors of First Impressions
Course Duration:
1/2 day - 3 hours
Maximum Class Size:
20
Description of Target Population:
Receptionists, Switchboard personnel, Administrative
Staff
Program
Results
Participant’s will be
able to:
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Explain the importance of their gate-keeper role.
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Demonstrate the significance of tone of voice.
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Write an appropriate greeting that’s is welcoming and
concise.
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Apply instantaneous stress-reducing strategies to
maintain professionalism.
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Select the desired characteristics of organization
they wish to convey via the telephone.
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Select words and phrases that present positive
impression.
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Eliminate words and phrases that mitigate against
positive impression.
Directors of First Impressions |
Effective Telephone Techniques
Course Duration:
1 day - 6 hours
Maximum Class Size:
35
Description of Target Population:
Staff and Management
Program Results
Participant’s will be able to:
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Understand the needs of the caller.
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Communicate what can be done to address issue.
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Recognize how to cope with difficult people.
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Help people toward compromise solutions.
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Deal with irate phone callers.
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Address the needs of the customer first and last.
Effective Telephone Techniques
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Internal and External Customer Service
Course Duration:
1 day - 6 hours
Maximum Class Size:
30
Description of Target Population:
All Staff
Program
Results
Participant’s will be
able to:
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Define the full range
of customers one serves, including internal and external. State any existing
Department customer service mission and/or definition.
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Demonstrate, by example, the three elements of Exceptional Customer
Service.
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List types of
statements most commonly used by service providers that create frustration
and/or discomfort on the part of the customer, identify those one has used,
and learn effective alternatives.
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Describe communication
phrases and styles which facilitate high quality customer service; Show the
three types of listening techniques and describe the ramifications of each.
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Draw the
communications' pie and explain its significance when providing service by
phone and face-to-face.
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State three key areas
of personal strengths and three areas for improvement, based on peer
observations of ones performance during customer service simulations.
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Demonstrate a strategy
to de-escalate an emotional customer service situation; Identify current
blockages on the job, to internal customer service and formulate steps to
remove them.
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Explain the steps to
Service Recovery when a customer is dissatisfied with service provided
previously.
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Demonstrate techniques
for responding to customers who verbally attack or accuse.
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Discuss strategies for
managing multiple managers as customers; Identify one's habitual service
style(s), and prepare and implement an action plan for modifying that style
to optimize the quality of service provided.
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Select a customer
service-related problem currently being experienced in the workplace and
develop a plan for resolution.
Internal and External Customer
Service |
Positive Customer Service
Course
Duration:
1 day - 6 hours
Maximum
Class Size:
35
Description of Target Population:
Staff and Management
Program
Results
Participant’s will be able
to:
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Define the best way to handle irate customers.
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Understand how to respond verbally and non-verbally.
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Diffuse negative situations in public.
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Cope with difficult customer communication situations.
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Move employees to
customer sensitivity awareness.
Positive Customer Service |
Managers Focused on Customers
Course
Duration:
1 day - 6 hours
Maximum
Class Size:
20
Description of Target Population:
Managers and Supervisors
Program
Results
Participant’s will be able
to:
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Define his/her customer
base whether external, internal or both.
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Connect customer
relations to agencies’ mission and goals.
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Describe how to apply
Meet and Exceed Customer expectations to state government.
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Apply customer service
philosophy to internal systems, processes and procedures for continuous
improvement.
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Choose communication
strategies that enhance customer relations.
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Write a continuous
improvement plan to improve customer service.
Managers Focused on Customers |
Customer Service Training
Course Duration:
2 days -12
hours
Maximum Class Size:
25
Description of Target Population:
All Staff
Program Results
Participants will be able to:
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Distinguish their customers.
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Recognize and manage challenges to customer service.
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Interpret key customer service skills.
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Understand the benefits and the results of active listening.
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Use
questions to effectively examine issues.
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Utilize cooperative language and listening strategies to
manage problems and complaints.
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Deploy specific techniques to manage stress and maintain a
positive outlook.
Customer Service
Training |
Managing Everyday Hassles in the Workplace
Course Duration:
1 day - 6
hours
Maximum Class Size: 25
Description of Target Population:
All Staff
Program Results
Participants will be able to:
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Identify reasons for conflict.
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Recognize different reactions to conflict.
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Practice listening skills needed to promote resolution.
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Utilize cooperative language skills to foster ongoing
communication.
Managing Everyday
Hassles in the Workplace |
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