Customer Service in an Anti-Government Age: A Five Part Series

 

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Presented by Caryn Tilton

Description: In this era of tax reform and anti-government sentiment, public employees are constantly faced with the challenge to improve their service image. Shrinking budgets and increasing citizen demands can make this a seemingly impossible task. In this course, participants will learn how to turn "Moments of Misery" into "Moments of Magic" while dealing with internal and external customers professionally and positively.

Parts I, II & III

  • Part One: Creating a Fair Process - Because You Can't Always Provide the Desired Outcome
  • Part Two: Communication that Enlists Cooperation
  • Part Three: Resolving Counter Conflict

Length: 60 - 90 minutes
Who Should Attend: Employees who have daily contact with the customer - in person and on the phone.
Participants Receive: Key Points Summary, The Eight Practical Problem Solving Steps, Incident Review Form, Words to Use - That Encourage Cooperation

Parts IV& V

  • Part Four: Identifying Customer Needs and Managing Expectations
  • Part Five: Creating A Customer Service Strategy

Length: 60 minutes
Who Should Attend: Employees who have daily contact with the customer - in person and on the phone.
Participants Receive: Key Points Summary, The Eight Practical Problem Solving Steps, Incident Review Form, Words to Use - That Encourage Cooperation.


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