Customer Service
Customer service improvements efforts often focus on external customer satisfaction. The satisfaction is because of the relationship between customer service and program accountability, and of the role customer satisfaction can play in client success. Also, recognition of the positive effects which improved internal customer service can have on organizational performance, teamwork, job satisfaction and employee retention is growing.
Training described in this section can be tailored to line staff, supervisors, managers or a mixture. Training also can be used to train across programs and agencies
Service Excellence Series
The series is based on the best thinking in recent years on client service, quality management, organizational excellence and high-performance work teams. Workshops cover the gamut of issues in service excellence -- from basic concepts to organizational design, team building, performance management, communication, and how to maintain and increase service excellence.
Workshops take place over a period of several months to allow participants to work together to develop commitment, procedures and processes for improved client service and increased staff empowerment.
The Challenge of Excellent Service
The Role of Communication in Service Excellence
Team Building for Service Excellence
Developing Action Plans for Excellent Service
Evaluating Success in Service Excellence
Additional Training on Customer Service
See also the leadership workshop Service Excellence and the management workshop The Manager's Role in Creating a Service-Driven Organization at
Leadership, Management and Supervision.
|
