Department of Citywide Administrative Services

Course Citywide Standardized Customer Service - (CMPD-7816-F24)

Portfolio Personal Development

Cost $ 250.00 Per Participant

Prerequisite(s) None

Credits CEU:0.6, CPE:8, PDC:6

Modality Instructor Led Classroom Training

Instructor(s) Marvela Guice

Class Description

This workshop will help to enhance your value as an individual delivering vital services to the customers of New York City. The workshop will reinforce the importance and value of delivering courteous and effective customer service. Finally, you will be provided with the tools to empower you to deliver and manage the highest standards of customer service.

Objectives:

• Identify the important role that you play in the City of New York
  • Recognize the impact that your effective communications, personal accountability, knowledge, and professional demeanor have on customers and your career
  • Diagnose customers’ needs, goals, and expectations
  • Examine how the four stages of competence influence your personal development and interaction with others
  • Assess your customer service effectiveness in-person and on the telephone
  • Apply the Four-Step Customer CARE Process for managing customers and providing outstanding service
  • Say “No” in a way that does not result in a negative reaction from customers
  • Motivate customers to answer sensitive questions
  • Practice the skills and attitudes of quality telephone service
  • Handle challenging customers in person and on the telephone with less stress and more confidence
  • Create an action list of Dos and Don’ts for customer service excellence

Target Audience: Staff at all levels

There is no cost to employees; the agency covers the cost of participation for their employees.

If you require a reasonable accommodation to attend a training, please contact the DCAS Citywide Learning and Development Center at CitywideTrainingCent@dcas.nyc.gov at least 7 days before your training start date.