Service in Challenging Times

Wednesday, May 12, 2010 Richmond, VA 8:30 am–3:30 pm

Who Should Attend

Employees at all levels.

Overview

 Has the current economy put John and Joan Q. Public in a bad mood? Are they more challenging to deal with? It may be time to refine your approach to interacting with citizens whom you serve. This class will explore how to recognize and respond effectively to delicate customer service situations. You will learn how to promote to an organizational culture that encourages a renewed commitment to customer service during these challenging times.

This class will provide you with the opportunity to evaluate your organization’s customer service culture: Who are your customers? What services do you provide them? How have they been affected by the current economic environment? How can you best respond to them?

This class will help you to

• Identify current environmental factors that may cause challenging customer service situations
• Describe an actual customer service situation at work that requires special attention
• Create a process for identifying and appropriately responding to the needs of your customers during difficult times
• Demonstrate world class customer service behaviors when responding to your customers

About the Trainer

Sherri Dosher is a member of the Center for Organizational Excellence within Chesterfield County, Virginia. Included in her duties as curriculum coordinator are instructional design and delivery of Chesterfield University curriculum; design and maintenance of the Chesterfield University and Quality System websites; and coordination of the online learning program and multimedia authoring initiatives. Sherri serves as a certified trainer and an adjunct instructor for John Tyler Community College in connection with Chesterfield University's School of Quality and Continuous Improvement.

Sherri holds a BS in education from the University of North Alabama and has completed graduate work in instructional technology at VaTech.She is a member of the eLearning Guild.

Click here to download the brochure and registration form.