Workshop: Creating Service Satisfaction   

Course ID - CTD0513a 

Short Title: Service Satisfaction    

Description:
The challenges of today's environment often result in behaviors that create angry and non-productive confrontations. Recognizing how to address difficult people to resolve their issues creates positive communication and strengthens the relationship.
This is especially important when dealing with customers who seek our guidance and support. In this session, participants will focus upon their abilities to promote service satisfaction for both their internal and external customers. This interactive workshop will first identify eight difficult behavioral type in the workplace and how to handle them. The second half will focus upon our external customers, handling service challenges and the necessary skills to ensure customer satisfaction.

Objectives

As a result of successful completion of the workshop, participants will be able to:

• Identify common behavioral problems with co-workers
• Recognize and deal with eight difficult behavior types
• Demonstrate understanding of customers' unspoken wants and needs
• Identify the key components of service recovery

 

Dates of Workshop	Reference #	Delivery Format	Meeting Days/Time	Campus/Room	Instructor

Registration information
Course ID: CTD0513a 
Course Title: Service Satisfaction 
Reference # - see table 

How to Register

Registration for CT&D workshops are through the Student Information and Registration system.  The process for registering for a CTD workshop will be the same as registering for a regular class at MDC.  

New - Easier registration for workshops

You can access the Registration System and register for a CTD workshop using the same user name and password that use to login to your computer.    Example:   Richard Johnson  would be rjohnson     (You will NOT need to create a separate student myMDC account to register for a CTD workshop) 

Make a note of the Reference Number for the workshop then go to Registration Instructions

Once you have registered for a class, you can print your schedule.    Please make every effort to attend once you've registered as seats are limited.     However, If you need to drop, you can also do this through the Web Registration screen.     CTD classes will appear on your transcript as non-credit classes.

If you need special assistance to participate in this workshop due to a disability, please call CT&D at 7-2366 so that appropriate arrangements can be made.  College Training and Development complies with the Americans with Disabilities Act.