Workshops can help you improve internal and external customer service

If your job puts you on the front lines of customer service, consider signing up for one or both of these upcoming customer service workshops. All workshops are free of charge and will be held in Room 101, City of Lakes building, 309 2nd Ave. S.

Managing Customer Expectations
Tuesday, Oct. 1
9 – 11:30 a.m.

This workshop will help employees in decision-making positions better understand and manage their customers’ expectations. This class offers useful suggestions on how to enhance customer service practices above and beyond expectations — while maintaining positive relationships and appropriate boundaries. Workshop participants will review communication skills that enhance interactions with customers, learn how to develop service standards and learn how and why to avoid self-defeating behaviors.

Meeting the Challenge of the Difficult Customer
Tuesday, Nov. 19
9 – 10:30 a.m.

This workshop, which is intended for all employees, will focus on how an employee should respond to a customer who is unduly demanding, rude, abusive or potentially violent. This workshop offers tips on the communication skills employees need to defuse these tense situations. Participants will develop and practice techniques needed to deal effectively with difficult or angry customers, learn how to address customer feelings and practice a problem-solving approach to address customer complaints.

How to enroll

  1. Log onto HRIS
  2. Click on the Learning and Development link
  3. Click on My Learning and then Search Catalog
  4. Type a key word in the Search text box (e.g., Customer)
  5. Click Search Catalog Items button
  6. Click on the Course Title link
  7. Click on View Details to check available seats  
  8. Click Enroll button
  9. Click Submit Enrollment

About the workshop presenters

These workshops are presented by training professionals from OptumHealth, an organization that works to improve people’s health and make the health system work better for its clients. The services offered by OptumHealth are part of the benefit package offered to City employees through Medica, the City’s health insurance provider. Workshops presentations may be followed by discussions facilitated by City Human Resources staff.

Published Sep 18, 2013