Customer satisfaction is critical to the effective delivery of services in today's workplace. Accurately and appropriately identifying customer needs is the first step in offering quality services to meet those needs. Day One has been designed to stand alone as a course and also to be the first day of a two-day course on customer service for Resource Area Specialists in One-Stop Career Centers.
Day One: Quality Customer Service - 6 hours Please see description under Quality Customer Service
Day Two: Customer Service in the Resource Area - 6 hours This workshop is designed to build on the principles discussed in Day One: Quality Customer Service and address ways to improve customer service and increase customer satisfaction in a CareerNet (One-Stop) environment. This workshop will involve extensive group discussion to develop approaches to achieve customer satisfaction in this new service delivery environment. A review of basic information about One-Stop CareerNet Centers will be provided. Participants will discuss areas in which self-service can be appropriately used as well as the role of the Resource Area Specialist in terms of providing information, tools, support, and structure to job seekers. Solutions to problems and concerns that may arise in the Resource Area will be brainstormed as will approaches for measuring customer satisfaction in the One-Stop. The emphasis of this component will be on practical application.
Addresses NAWDP CWDP competencies: Customer Service and Program Management
This course is not currently scheduled. To request this course to be placed on an upcoming schedule, please contact us.
Tracks:
Career Development
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