| PUBLIC AGENCY COURSE |
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CUSTOMER
SERVICE SKILLS
FOR THE
FRONT LINE
½ DAY WORKSHOP
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| As
budgets and staffing are reduced, an agency’s ability to
provide quality customer service becomes all the more challenging.
Customers interact with an agency through letters, telephone calls,
emails, and in-person. Each time, they form an opinion about that
agency. There are simple steps you can take to ensure that those
opinions are positive. This course will teach front-line personnel
tools to increase customer satisfaction in each mode of communication. |
| TOPICS WILL INCLUDE: |
- Why
great service is so important
- Techniques
for successful telephone interactions
- Assisting
customers in person
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- Techniquesfor preventing escalation of anger and frustration
- Assisting
customers with physical disabilities
- Customer-focused
writing of forms, form letters, and emails
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| DATES and LOCATIONS 2010 |
Mar 9, 2010 RTC, Sorrento Valley CANX
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| COURSE CLASS HOURS: Start time: 8:30 AM Finish Time: Noon |
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