San Diego Regional Training Center
10455 Sorrento Valley Rd. Ste. 202     
San Diego, CA 92121
Telephone: 858-550-0040     Fax: 858-550-0131
PUBLIC AGENCY COURSE
CUSTOMER SERVICE SKILLS
FOR THE FRONT LINE
NEW FORMAT   ½ DAY WORKSHOP
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
  • Techniques for preventing escalation of anger and frustration
  • Assisting customers with physical disabilities
  • Customer-focused writing of forms, form letters, and emails 

 DATES and LOCATIONS 2008
Apr 1, 2008 – Coronado
TRAINER:
Dawn
Beintema
Click for bio
FEE:
 $ 100
COURSE CLASS HOURS: Start time: 8:30 AM    Finish Time: Noon
  

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