Intended for: All line staff or any County employee interested in improving their customer service abilities.
Program description: In today's highly competitive business environment, professionals at all levels understand the work place and career advantages that come from knowing your customers well and effectively interacting with them. For anyone who regularly interacts with customers and co-workers, this program is for you.
The Customer Service Advantage Certification Program teaches participants best practices for effectively engaging with customers in ways that promote ethical behavior, setting boundaries, and resolving customer problems or questions in a professional manner. Each class in this program is intended to help you assess your skill level and give you the necessary tools to help you improve your responsiveness and reach higher levels of customer satisfaction.
Earn a certificate by completing the following 5 required courses within a 2 year time frame.
Learning objectives:
- Assess your level of responsiveness when dealing with customers and learn methods for measuring and building customer satisfaction.
- Identify behaviors that enhance good customer service skills in the public sector.
- Learn de-escalation techniques when engaging difficult customers and learn to apply concrete steps for healing customer relations.
- Discover important techniques when dealing with customers in writing.
- Understand the importance of self care for service providers.
- Learn various techniques to deliver service excellence over the phone.
- Explore the importance of team dynamics and its impact on customer service.
Outcomes: Participants will learn tools and techniques designed to improve their performance when responding to the needs of internal and external customers.
REQUIRED COURSE |
Spring
2013 |
Summer 2013 |
Fall
2013 |
Winter
2014 |
Customer Service Essentials – Three half-day sessions that focus on building and maintaining effective customer relations.
Please note: All sessions of the Essentials course must be taken in the same quarter.
|
|
|
|
|
Delivering Customer Service in Everything You Write – One half-day session that covers valuable techniques for writing effective messages.
|
|
|
X |
|
Teamwork & Customer Service (FISH) – One half-day session that will help you tap into your team as a valuable resource. Course based off the FISH philosophy from Pike Place Fish Market, more information located at the following website: FISH!
|
|
|
|
|
Balancing Customer Service With Self Care – One half-day session that focuses on a plan - full self-management approach to manage job burnout.
|
|
|
|
|
Customer Service over the Phone – Covers how to make a good impression by listening and using questions to probe for more information, how to empathize and be sincere with the customer.
|
One hour -- Web based Training Course (Coming April 4, 2013) |
Program Manager: