Event:

Achieving Customer Service Excellence

When:

Oct 17, 2017

Where:

Clemson University

202 Hugo Drive

Seneca, SC

Directions

Course Description: 

This workshop will help you identify your customers from both within and outside of your organization. You will also get the chance to look at Customer Service from both the Public Sector and the Private Sector perspective as you explore the impact of Privatization in Public Service. In an entertaining and highly interactive way, assess your personal approach in dealing with people and learn how to “read” those people you encounter on a daily basis. Develop strategies for creating a more customer-friendly organization and leave with a specific plan of action to take back to your workplace.

Course Instructor: 

Michael A King has designed, developed, and delivered training programs for government, non–profit agencies, and private sector organizations for the past 25 years. He is the author and primary instructor for the management and leadership segments of the Kentucky Roads Scholar and Road Masters programs; he helped create the nationally accredited Certified Career Manager Program and has served as the executive director of the Kentucky Corrections Training Academy. He has been the featured speaker at a variety of local, state, regional and national conferences and conventions, including being selected to present at the prestigious American Society for Training and Development International Conference in New Orleans and San Francisco.

Agenda:

  • Identify the “Customer” in the Public Sector
  • Good Service vs Bad Service
  • Moments of Truth
  • Service Report Cards
  • Understanding Yourself and Your Customer
  • Creating a Customer Service Organization
  • Dealing with Difficult Customers
  • The Fish Philosophy in Public Sector
  • Assess Your Service Excellence
  • Develop a Personal Action Plan

Schedule: 

Class registration is from 8:00-8:30am. The class will begin at 8:30. Lunch will be provided. We should adjourn around 3:30pm.

Who Should Attend: 

This workshop is for anyone (management or line-staff) whose job has a direct impact on other people and who has an interest in learning new skills or enhancing existing ones for providing excellence in service within the Public Sector.

Course Fee:

The registration fee for the workshop is $135.00 per person. All South Carolina city, county, or state employees receive a LTAP scholarship registration fee of $55.00. The fee includes course materials, break refreshments, and the noon luncheon.

This course has a maximum of 40 students, and will be capped at this number. Advanced registration is encouraged so that an accurate estimate of the number of workshop participants can be obtained. Workshops with low advanced registration will be subject to cancellation.

Payment Policy:

Payment must be received no later than 5 business days prior to the workshop. If your registration payment is not received by then, you will not be guaranteed your slot in the class.

Cancellation Policy:

If you cancel your registration more than 72 hours before a class, your registration fee will be refunded, less a $35 processing fee. If you do not cancel before the 72 hour deadline your registration fee will not be refunded. You may send a substitute in your place, provided that you inform us of the substitute’s name no later than 24 hours before the training. No-shows will not have their registration fee refunded.

If you have any questions regarding workshop registration please contact Brittany Wirtz at 864-656-4383 or bwirtz@clemson.edu.