Customer Service
- Developing Exceptional Customer Service Skills
- Managing Confrontational Clients
- Beyond Customer Service: The Next Steps
- Basics of Survey Design
Developing Exceptional Customer Service Skills
During this session, participants will obtain hands-on experience with important concepts and skills for delivering exceptional customer service in their unit or department.
You will learn to:
- Define a “service opportunity”
- Demonstrate ways to determine customers’ needs early during the interaction
- Practice proper courtesy and etiquette when serving customers
- List the “five ugly things you should never say to a customer”
- Identify behaviors for becoming proactive when delivering customer service
- Manage a customer service interaction using the “seven steps for superior service”
You will benefit by:
- Better defining your customers’ needs, including the “expected and unexpected”
- Enhancing your communication skills to better serve customers
- More effectively serving customers in person and on the telephone
- Appreciate how your service work is valuable to the department and the University
Audience:
Anyone whose main responsibility is to deliver front line customer service or who would like a refresher
Schedule Selection(s) |
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Cost: $149 |
Dates: Fri. 10/17/08 |
| Dates: Wed. 2/18/09 Time: 8:30 a.m. - 12:00 p.m. Code: CSC907 |
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| Dates: Fri. 4/3/09 Time: 8:30 a.m. - 12:00 p.m. Code: CSC908 |
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Managing Confrontational Clients
Customers have high expectations —and they often place extreme demands upon those who serve and work with them. This course teaches you how to better communicate with – supervisors, co-workers, and other University personnel — as well as how to best serve your external customers.
You will learn to:
- Recognize and respond to different customer behavioral styles
- Identify practical solutions to common problems and complaints
- Recognize the signs of an escalating interaction or a hostile situation
- Identify ways to diffuse an angry or upset customer
You will benefit by:
- Recognizing how positive customer interactions can improve your job satisfaction and reduce job stress
- Building stronger relationships with co-workers
- Developing new perspectives about customer service
- Understanding more about your own behavioral style using the Personal Profile System® (DISC™)
- Creating a more positive work environment
Audience:
Anyone who wants to learn how to keep relationships with customers and clients positive and satisfying
Recommendations for Course Preparation:
Attendance at Improving Your Listening Skills and/or Advanced Listening Skills is also encouraged.
Schedule Selection(s) |
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Cost: $189 |
Dates: Tue. 2/3/09 |
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Beyond Customer Service: The Next Steps
As a follow-up to Managing Confrontational Clients, this course takes a more in-depth look at service and customer expectations. The course examines how interpersonal skills —especially non-verbal communication and listening skills—can enhance or undermine any service interaction.
You will learn to:
- Evaluate your personal listening habits and identify strengths and areas for improvement
- Recognize non-verbal cues that can keep you in control
- Recognize how empathy impacts a service interaction
- Assess how your internal and external customers perceive you
You will benefit by:
- Enhancing your current customer service skills
- Developing self-awareness of your own communication style and the message you are projecting
- Gaining new techniques to help you calm angry customers and show empathy while staying in control
Audience:
Anyone who works with the public, or on a team, who desires to get a more in-depth look at customer service and interpersonal communication issues
Recommendations for Course Preparation:
Participation in Managing Confrontational Clients, Improving Your Listening Skills, and Advanced Listening Skills is highly recommended.
Schedule Selection(s) |
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Cost: $139 |
Dates: Wed. 3/11/09 |
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Basics of Survey Design
University departments and units need to know what their customers want. A well-designed survey can play a pivotal role in meeting every organization’s goal while addressing customer needs.
You will learn to:
- Differentiate between various types of survey methodologies
- Identify an appropriate target audience to sample
- Apply and demonstrate awareness of the survey design process
- Become familiar with the most common mistakes in survey design
- Recognize the importance of pre-testing surveys
- Review the process for conducting the survey
- Recognize the appropriate process to follow to summarize survey information
You will benefit by:
- Improving organizational planning efforts and forecasting customer needs
- Tracking customer trends more effectively
- Enhancing communication between customers, management and your unit
- Working through various, hands-on learning opportunities to experience how a successful survey is developed
- Being well-equipped with a collection of survey tools and job aids for quick reference and easy application back in your work environment
Audience:
All staff members who are new to basic survey processes or those wanting a refresher
Program Note:
This course uses a hands-on approach in delivering the material. In between the class sessions, participants will draft a survey of their own design.
Attention:
This course is not intended for staff members who specialize in survey design and development services. Also, this course does not cover statistical analysis of survey data.
Schedule Selection(s) - 1½ Day Course |
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Cost: $229 |
Dates & Times: Wed. 4/29/09, 9:00 a.m. - 4:00 p.m. & Wed. 5/13/09, 9 a.m. - 12 p.m. (1½ day course) |
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