Practical Customer Service Skills, 4 hours
Public sector employees may not always think of themselves as customer service providers. This course teaches the skills needed to achieve customer service excellence and explores the impact of interpersonal staff relationships on customer service outcomes. Participants evaluate areas that work and areas that need improvement. The thrust of this course is skill building in the areas of identified weakness. The overall mission of the department is reviewed and the function customer service plays in carrying out the mission is examined. Phone, e-mail, and verbal communication skills are practiced. Participants take home a workbook they can use for future reference and create an Action Plan to transfer the learning in the class to the workplace.