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How to use the course catalog: You may scroll down the names of the courses OR you may search by keyword using the search boxes below. To view full information on any course, click on the magnifying glass to the left of the course title.

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If you cannot attend a NEWWA event you have registered for you must contact NEWWA in writing two business days prior to the start of a program to request a refund or credit minus a $30 administrative fee. If you contact NEWWA within one business day you will be charged 100% of the original course registration fee. This charge is non-refundable and non-transferable. Written refund/credit requests made for special circumstances will be considered if received within 2 weeks from the start date of the program. Credits issued are valid for 6 months from the date of the program.

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Title: How to Provide Effective Front-Line Customer Service
Description: Providing effective customer service as a front-line employee can be both challenging and rewarding. Whether you are behind a desk or part of a field crew, you may find yourself dealing with the public on a regular basis. To serve customers effectively, you need to communicate, manage conflict, problem solve, and be a professional representative of your utility or organization. Effective customer service can go miles toward building and maintaining positive relationships between the public and municipal or private employees. Through the use of lecture, case studies, and small-group activities participants will identify specific strategies that can be immediately applied to their next customer service interaction.
Who Should Attend: Water utility and organization staff engaged in front line customer service.
Pre-requisites: None
CEUs: 0.6
Learning Objectives/Outcomes: In this interactive workshop, front-line employees will have an opportunity to:Examine the importance of providing effective customer service and Identify the challenges and rewards of providing effective customer service. Participants will discuss and apply public contact skills including communication, managing conflict, and problem-solving. Through the use of lecture, case studies and small group activities participants will identify specific strategies that can be immediately applied to their next customer service interaction. Learning outcomes: List the overall learning objectives of the course; Describe why customer service is important; List three core customer service delivery skills; Name three sources of conflict; Describe how the Kilman Conflict Code Mode Assessment is utilized and what information it provides; List three steps in defusing anger; Identify three steps in the problem solving model; Describe three steps in the problem solving model; Name two positive communication strategies; Identify two conflict management strategies; Name two collaborative problem solving strategies; List and describe two organizational support strategies; and List and describe two informal interactions and methods.
Learning Outcome/Assessment Method: In addition to the course’s breakout group-based interactive learning stations and reports to the overall group, a multiple choice written self-assessment of learning outcomes will be administered following completion of the morning and afternoon sessions of the course. The written assessment will be comprised of straight forward multiple choice questions covering the core content of each instructional segment (presentation) and general course information for a total of ten questions. Each multiple choice question will examine your knowledge and understanding with regard to key concepts and information presented in a given segment and the overall course. There will be no trick questions. Following the completion of each assessment, a group review of the assessment will be conducted by the course facilitators and the NEWWA Education Staff proctor. Participants will “self correct” their assessments during this review and indicate their score on the top of their answer sheets. Participants must achieve a score of 7 out of 10 correct for a “passing grade”. Answer sheets will be submitted to/reviewed by NEWWA Education Staff proctor during the course sign-out process. Any participant who does not achieve the required passing score will meet with the NEWWA Education Staff proctor for an oral review/debrief following completion of the course. This will provide learners with an opportunity to re-examine assessment questions and answers, clarify information, and develop insight into their responses. It will also provide an opportunity to access additional learning support if needed.
Technology Requirements: None

Changed at: 7/14/2016 9:09 AM Changed by: Kirsten
Created at: 3/24/2011 2:44 PM Created by: Kirsten King

New England Water Works Association   125 Hopping Brook Road   Holliston, MA   01746   PH: (508) 893-7979   FAX:(508) 893-9898

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