Purpose
Quality customer service should be the norm, not the exception. Giving
exceptional customer service is a learned skill and this workshop teaches
customer service techniques that will benefit all areas. It presents examples
from real life experiences both inside state government and in the private
sector.
Objective
This course will provide a better understanding of what is quality customer
service.
You will learn to:
|
Deal with angry customers and deal with complaints |
|
Defuse unhappy customers -- 10 keys |
|
Keep it positive |
|
Avoid "trouble words" |
|
Identify expectations of customers |
|
Know the communication styles that work best with customers |
|
Send the right message to the customer |
|
Improve telephone skills |
|
Understand the customers' needs |
Who Should Attend
Roads Scholar courses are designed to provide governmental
roadway maintenance workers the basic knowledge necessary to safely and
efficiently maintain Kentucky's highways. These classes are open to local and
state governmental employees, private industry, the general public and anyone
regardless of job assignment with interest in learning more about maintaining
roads and streets.
Registration
& Fee
The fee to attend this class is $75 for city and county
employees and $85 for all others. The fee includes breaks, lunch and materials.
Class size is limited to 35-40 persons, so please register early. State
employees wishing to register for this course should contact their District
Training Coordinator. All state registrations must come to us
from the Training Coordinators. All
others may register by clicking on the registration link below or by calling
800-432-0719.
Class Dates & Locations
| June 3, 2008 | Barren River Lake State Resort Park |
| August 14, 2008 | Holiday Inn North, Lexington |
