Average increase in learning: 48%!
This course is designed to provide the participant with certain key skills and attitudes in order to effectively provide quality customer service. Participants will identify and define what quality customer service is and will discuss the differences between the public and private sector. The participants will be introduced to the most important qualities that Americans desire in customer service. Topics will also include understanding and exceeding customer expectations, and how to deal with unrealistic expectations. Participants will identify and discuss how “red tape” can affect the level of service provided in the public sector and how to focus on what we can do instead of what we can’t do to serve the customer.
- Introduction to Customer Service
- Communication in the Workplace
- Team Building
- Attitude in the Workplace
- Values and Ethics
- Stress Management
- Time management
- Conflict Resolution
- Decision Making and Problem Solving
- Managing Organizational Change
Quotes from the previous Customer Service Academy attendees:
“Knowing the material and having examples allowed me to reflect on areas that I can improve. Seeing everyone’s response and engaging with other department staff helps understand one another and be more mindful of their tasks. Great Training!!”
“I really enjoyed the instructor, they were very knowledgeable and easy to understand and very personable.”
This class is interactive as well as discussion orientated.