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Course Description
This one-half day course covers the basic principles of good customer service. It also provides strategies for dealing with difficult customers and tips for giving bad news to customers.
General Course Objectives
Participants attending this course will:
- Identify their internal and external customers.
- Define their roles in customer service.
- Discuss how our behavior, tone of voice, and statements made are perceived by the public.
- Review behaviors of difficult customers.
- Explore techniques for dealing with difficult customers.
- Role play effectively dealing with difficult customers using appropriate behaviors and techniques.
- Review tips for delivering bad news to customers.
- Utilize e-mail for customer service.
Intended Audience
Any DHHS employees who feel that this skill would enhance their customer relations skills.
Instructor:
Staff Development and Human Resource instructors
Dates/Times Offered:
Future Dates not Yet Scheduled. Contact Barb
Kunz with questions.
Click here to go to the training calendar.
Location
Adams Building, Room 264, Dorothea Dix Campus,
Raleigh
To Register
In general, employees should ask their supervisors about signing up for classes. Supervisors should then contact
their Training Coordinators to handle the registration.
(See Training Coordinator List for a full list of division/institution coordinators.)
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