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The
Customer Service Training Program
The Customer Service Training program is a powerful
training experience that holds attention and educates. The program
is three and one half days long and addresses many organizational
concerns of government and corporate systems with positive solutions
and information.
Objectives
1. Understanding that the public/customer isn't your agency's only
customer, but coworkers and employees from other agencies are your
customers as well.
2. Understanding your impact on coworkers, civilians, families and
friends.
3. Understanding how the way you interact with others, as well as
your ability to do your job, is affected by the perceptions of others.
4. Learning communication skills.
5. Learning self-management in dealing with change, relieving stress,
and managing anger (yours & others)
6. Understanding how to gain needed information from others
7. Learning powerful negotiating skills
Each day of this program brings a different instructor who is an
expert in their particular field. The program is presented in the
following order:
Day One: Who Is Your Customer?
Dr. Fred Seamon
1:00 PM to 5:00 PM
This session is led by Dr. Fred Seamon, a professor at Florida State
University and Florida A&M University, and a national management
consultant to numerous governmental groups. Dr. Seamon discusses
the difficulty of knowing "customer" in the public sector. This
class will address the expectation of various customers and why
it is important for you to understand how to identify and meet the
needs of your customers.
Day Two: Surviving and Maximizing Workplace Relationships
Dr. Rob Simpson
8:30 AM to 4:30 PM
Dr. Rob Simpson, a professional speaker and business consultant
with 21 years of clinical experience, focuses on increasing the
capacity of your work force. This session helps participants recognize
how personal issues and contributions impact workplace relationships.
Participants learn how to successfully communicate with others as
well as how to reduce stress, conflict and develop effective ways
to manage self. This class emphasizes the skills of understanding
relationships, purposes, boundaries, listening, understanding, and
communicating with others in a way, which reduces, stress and increases
personal effectiveness.
Day Three: The Impact of Personality Styles
Dr. Annette Pearce
8:30 AM to 12 noon
Dr. Annette Pearce has been teaching personality styles for a number
of years. In this session, participants will earn their personality
styles using the Myers-Briggs personality inventory. When the student
understands his/her own personality types, strengths, challenges
and those of others they can form better relationships and resolve
conflict effectively, function as teams, and communicate efficiently.
1:15 PM to 5:00 PM - Managing Interpersonal Conflict
Dr. Annette Pearce
In this segment, Dr. Annette Pearce instructs on conflict management.
She discusses the five major causes of conflict with strategies
for managing them. Participants will review and practice a win-win
negotiation style based on a reality situation applicable to their
work area.
Day Three: Interpersonal Behavior
Capt. A.G. Burnley
8:30 AM to 4 PM
Arthur G. Burnley, a training consultant, has been training on this
topic for over twenty years. He focuses on people's behavior toward
each other, especially difficult behavior in others and our responses.
Mr. Burnley emphasizes the control we have with our own attitude
and behaviors, and its impact on others. Participants learn how
to diffuse potentially uncontrollable and conflictual situations
by understanding the impact of their own behaviors and emotions.
Additionally, participants learn how to maintain composure in the
face of conflict and opposition, and learn how to influence upset
and distressed people.
Any business that deals with the public has challenges that are
unique and specific to that function. These businesses include state
and federal regulatory and administrative agencies as well as private
sector corporations which meet the needs of a section of the public.
Every business or agency is limited to its available employee base.
To deliver excellence in customer service, employees need to be
especially effective. The challenge is how to increase the capacity
of the workforce of available. How do you get increased effectiveness
in an environment where resources are limited?
Success Foundations Customer Service training program is especially
designed to meet these needs. This is a class which has been developed
over the past five years and has been found to be especially effective
in developing your employee effectiveness. This is accomplished
by training your staff in effective methods of customer service,
change & stress management, self-management and interpersonal behavior.
Class Size: Customer Service classes are most effective with
the number of participants ranging from 25 to 35 students.
Materials: Workbooks provided for each participant
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