Course Details

Name	CEU's	Fee	Category
Customer Service Certificate Series	1.0 for entire series	none	Customer Service
Intended For
All Campus Employees

Description
As a state agency, the University System of Georgia is an active participant in this initiative. Chancellor Erroll B. Davis, Jr., has said that "we intend to provide a model of service unparalleled in public higher education. Many of our faculty and staff already place our customer's needs first, but we need to institutionalize this practice and really own it." The premise of this series is to recognize quality customer service and the foundation upon which an organization's success is built. This series focuses on achieving quality customer service: sending a postivie attitude to others, identifying the needs of your customers, providing for the needs of your customers, and making sure your customers are satisfied and return. Topics Covered: Module 1: Six Cardinal Rules of Customer Service - Common sense customer service rules for face-to-face and telephone customer service. Module 2: Five Forbidden Phrases - Includes telephone and face-to-face examples. Module 3: Basic, Basic Telephone Skills - The basics of customer service and telephone skills. Features ten powerful sections which will benefit most any customer contact employee. Module 4: 7 Keys to a Positive Mental Attitude - This program applies to all your team members. It will help viewers gain awareness that a great attitude isn't something that magically happens. Rather, it's a choice which people make in advance about how they are going to deal with life's events. The seven key points and review quotes after each segment will set the stage for better attitudes around your workplace. Module 5: Essential Elements of Internal Customer Service - The value of offering great customer service isn't up for debate. But what about internal customers and our coworkers? This program illustrates the six essential elements for improving internal customer service and help employees realize we are customers to each other.

Description

As a state agency, the University System of Georgia is an active participant in this initiative. Chancellor Erroll B. Davis, Jr., has said that "we intend to provide a model of service unparalleled in public higher education. Many of our faculty and staff already place our customer's needs first, but we need to institutionalize this practice and really own it." The premise of this series is to recognize quality customer service and the foundation upon which an organization's success is built. This series focuses on achieving quality customer service: sending a postivie attitude to others, identifying the needs of your customers, providing for the needs of your customers, and making sure your customers are satisfied and return.

Topics Covered:

Module 1: Six Cardinal Rules of Customer Service - Common sense customer service rules for face-to-face and telephone customer service.
Module 2: Five Forbidden Phrases - Includes telephone and face-to-face examples.
Module 3: Basic, Basic Telephone Skills - The basics of customer service and telephone skills. Features ten powerful sections which will benefit most any customer contact employee.
Module 4: 7 Keys to a Positive Mental Attitude - This program applies to all your team members. It will help viewers gain awareness that a great attitude isn't something that magically happens. Rather, it's a choice which people make in advance about how they are going to deal with life's events. The seven key points and review quotes after each segment will set the stage for better attitudes around your workplace.
Module 5: Essential Elements of Internal Customer Service - The value of offering great customer service isn't up for debate. But what about internal customers and our coworkers? This program illustrates the six essential elements for improving internal customer service and help employees realize we are customers to each other.

When & Where
12/1/2009 9:00-11:00am (Module 1) HR Training Room Register For This Class
12/2/2009 9:00-11:00am (Module 2) HR Training Room Register For This Class
12/3/2009 9:00-11:00am (Module 3) HR Training Room Register For This Class
12/8/2009 2:00-4:00pm (Module 4) HR Training Room Register For This Class
12/9/2009 2:00-4:00pm (Module 5) HR Training Room Register For This Class