Excellence in Customer Service

Seminar Description: Customer service is the deciding factor in whether or not an agency meets its bottom line every month. Effective communication not only improves relationships and results externally with agency clients, but internally with agency staff. This one-day training program will focus on the new wave of customer service and how perfecting the details of communication can make your agency’s customer service excellent. Public Housing is no longer the housing of last resort. Through efficient customer service, you can help make that idea a reality. Filled with continuous classroom interaction, this is one seminar you do not want to miss.

Learning Outcomes:

• Recognize elements of communication that you must improve for yourself
• Understand how effective customer service affects the fiscal health of an agency

Who Should Attend: Every staff member of the agency is recommended to take this course. Excellent customer service should happen at every level, not just management.

Schedule:

Day 1: Afternoon training from 1:30-4 p.m. ET

Agenda:

Day 1:

• Definition of customer service
• Who is our customer?
• What prevents us from always giving excellent customer service?
• What do our customers expect?
• Phone etiquette
• Letters and other correspondence
• Communication styles
• Active listening
• Diffusing anger
• Delivering bad news
• Dealing with change
• The “balancing act”
• Closure
• Issue completion certificates

This seminar is available as an on-site training. For questions about the registration process or the seminar itself, contact a member of the Professional Development team at 877-866-2476.

2013 Schedule

 Tuition