Workshop: Providing Service Excellence   

Course ID - CTD0513b 

Short Title: Service Excellence   

 Audience    All Employees 
Length of Workshop:       3 hours 
Prerequisite   

Description:
Each of us plays a role as service representative for the College in many aspects of our responsibilities. understanding the importance of meeting and exceeding our customers' expectations and demonstrating positive and professional behaviors are vital to our continued growth and success. Quality service include telephone and e-mail communication. Today's environment demands that we demonstrate consistent service even when that service is via technology.
This workshop teaches the skills and techniques to communicate positively and professionally with both external and internal customers. Participants will become familiar with the unspoken wants and needs of every customer and strategies for handling customer challenges. They will also learn how to reflect a positive and professional presence when using the telephone and essential tips for e-mail correspondence. This is especially important for staffs who work with customers who seek our guidance and support

Objectives

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

  • Explain the key role each employee plays in customer service and why it is important
  • Understand the unspoken wants and needs of every customer
  • Identify strategies for resolving customer complaints along with service recovery
  • Demonstrate techniques to maintain an attitude of service
  • Identify skills to provide quality customer service via telephone and email
  • Describe ways to handle challenging calls/emails
  • Learn courteous and proactive telephone and email tips

 

Dates of Workshop

Reference #

Delivery Format

Meeting Days/Time

Campus/Room

Instructor

 

Registration information
Course ID: CTD0513b 
Course Title: Service Excellence  
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.