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Course
Length: 12 hour/s (2 days)
Course
Cost: $375.00 member
$425.00 non-member
Course
Number: FS225
Course
Description:
What is good customer service? How can it go from good to
great? What are the pitfalls that many people fall into when
trying to deliver customer service? Does attitude count? What
is the best way to handle difficult families? What techniques
can be used to reduce family customer service stress? Find out
the answers to these and other important customer service
questions during this information-packed training session.
Participants will learn what exceptional service is, how to
project a family-friendly image, how to handle demanding
families, and more. This two day training will provide
comprehensive customer service training to Head Start staff who
are responsible for handling customer situations. This training
will equip you with practical tools to improve your customer
service skills and attitudes in working with families in Head
Start. Customer Service can be either a positive influence or a
destructive force for your Head Start Program. Head Start staff
represents the first contact that the customer has with the
agency and this is where the family’s opinion of an agency is
formed. Head Start staff are a critical factor to your programs
success and there is a demonstrated need for effective training
in the customer service area. In the
Head Start industry, being able to provide excellent customer
service is crucial. In order to be successful, Head Start
managers must have a wide variety of skills, including
motivational techniques, communication skills, and leadership
skills. This two-day workshop will help teach you some of these
skills,
Prerequisite: None
Learning Objectives: Upon completion, you will be able to:
· The characteristics and skills of an effective home visit
· Learn
to define effective customer service within the Head Start
community
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Learn
to identify the most common barriers to providing
high-quality customer service and identify
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Describe the benefits of delivering effective customer
service
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Identify characteristics of effective listening skills
Identify the barriers to active
listening,
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Explain the importance of
effective listening in providing high-quality customer
service.
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Participants will describe the
unique challenges associated with providing effective
customer service to telephone callers
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Identify the strengths and
weaknesses of their telephone styles and techniques.
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Participants will identify
methods of diffusing customer anger or hostility,
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Developing strategies for
handling difficult customers,
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Identify which verbal and nonverbal messages exacerbate a
difficult situation and which diffuse a difficult situation
Target Audience: This course is designed for home visitors and family workers. All Head
Start staff working with families will benefit from this course.
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Course
Outline
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