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'Consumer Satisfaction Skills' <br /> <br />1) To make employees who have the fi~t and mo~t impressionable oae-to-onn contact with <br /> consumers more aware of their impact on the quality and quantity of services provided by <br /> the County/City <br /> <br /> a. immediate acknowledgment <br /> b. other ac~ of cour~e~, and respect <br /> c. professional appearance <br /> d. effective l/stenini .. <br /> e, lion-verbal comm~Idliclition <br /> <br />2) TO make employees aware of their respons~iliiy for being knowled~oeable about serv/cus <br /> provided by the County/City and to prov/de sk/lh for directing consume~ to tho mo~t <br /> f~equented area where these serv/ces are pwv/ded <br /> <br />3) ,- To provide staff with sldlh .lo manage dissatisfaction caused by a performance pwblem, an <br /> uarcallsfic expectation, or a misundcrstaeding so that a potentially negative interaction will <br /> more likely be positive <br /> <br />4) To provide staff with knowledge of specific offensive behaviors on thc part of staff <br /> <br />5) To maJcc employees aware of the value of positive telephone skills, with specific emphasis <br /> on the following areas: answering calls; handling problems, with specific skills for de~llng <br /> with cIissatisfaction; handling calls for others; and placing calls <br /> <br />6') To improve interic~nonal relationships among staff through analyzing typical problem <br /> situations in thc workplace <br /> <br />Who should atiend: A mix among front-linc employees and thc/r supe~vLsors iv thc Coun¥City <br />offices <br /> <br />Time seer,,ed: 7 houri <br /> <br />Methods of fnstrucflon: lecture, v/deo, role playing, gwup act/v/ty <br /> <br /> <br />