UTG01: Enhancing Your Customer Service Skills
Date and Time: Wednesday, November 5, 2008 9:30 - 11:30 a.m.
Presenter: Kelly Lamothe, Office of Human Resources
Location: Office of Human Resources, Training Room, 25 Buick Street, Second Floor

Learn proven customer service techniques you can apply in your current position when dealing with the general public, students, or other departments. This interactive workshop explores the elements of good customer service and how to use them to your advantage in any customer-driven environment. We will also discuss different communication styles and personalities that challenge us in specific environments. Join us and learn why high-quality customer service requires outstanding communication skills, personal support, and the continued re-evaluation of internal systems and procedures.

What You Will Learn

• The definition of customer service
• Understanding who a customer is
• How to deal with difficult customers
• How to provide effective customer service without losing your cool
• What is meant by "complaints as gifts"
• How to effectively transform a potentially difficult customer into a satisfied customer

Who Should Attend

• Staff who provide front-line customer service
• Staff who deal with students, other departments and the general public
• Individuals who seek improvement in their method of delivering customer service
• Staff who would like to enhance their ability to deal more effectively with challenging situations
• This program is designed for employees of all levels

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