Service Delivery: Information and Referral Customer Service
This course is all about service. Service can be defined as an act of helpful activity, help, aid, or assistance. It is not just what you do, but also how you do it; your attitude frames how it feels to be served by you. Service has some applicability to all instances of customer service, but it is primarily geared toward staff at Information & Referral (I&R) organizations - both the I&R Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. This interactive course discusses the importance of customer service, a positive attitude, and an openness to continuous assessment and improvement. It deals with basic communication techniques and good practices for opening and closing customer calls.