Service Delivery: Information and Referral Customer Service

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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.

Key:

Complete
Failed
Available
Locked
Intro and Overview
Open to download resource.
Open to download resource.
Intro and Overview - Review Exercise
1 Question  |  Unlimited attempts  |  9/9 points to pass
1 Question  |  Unlimited attempts  |  9/9 points to pass
Getting the Physical Right, Getting The Attitude Right, Some Other Things to Consider
Open to download resource.
Open to download resource.
Getting the Physical Right, Getting The Attitude Right, Some Other Things to Consider - Review Exercise
14 Questions  |  Unlimited attempts  |  14/14 points to pass
14 Questions  |  Unlimited attempts  |  14/14 points to pass Indicate whether each of the following statements indicates "Good Habits/Attitudes" or "Bad Habits/Attitudes".
Opening a Call and Active Listening
Open to download resource.
Open to download resource.
Opening a Call and Active Listening - Review Exercise
1 Question  |  Unlimited attempts  |  8/8 points to pass
1 Question  |  Unlimited attempts  |  8/8 points to pass Effective Communication Techniques
When Helping Means Saying "No" , Closing the Call, Call Center Habits
Open to download resource.
Open to download resource.
When Helping Means Saying "No" , Closing the Call, Call Center Habits - Review Exercise
10 Questions  |  Unlimited attempts  |  10/10 points to pass
10 Questions  |  Unlimited attempts  |  10/10 points to pass
Training Measurements and Being Monitored
Open to download resource.
Open to download resource.
Training Measurements and Being Monitored - Review Exercise
1 Question  |  Unlimited attempts  |  8/8 points to pass
1 Question  |  Unlimited attempts  |  8/8 points to pass
Final Course Exam
18 Questions  |  5 attempts  |  15/18 points to pass
18 Questions  |  5 attempts  |  15/18 points to pass
Certificate of Completion
1.50 Hour(s) of Professional Development credits  |  Certificate available
1.50 Hour(s) of Professional Development credits  |  Certificate available