Statewide Customer Service Training
The Art of Exceptional Customer Service is a statewide training program for state government frontline employees and managers. This program ensures a common approach to the delivery of exceptional customer service across agencies and programs. It is anchored in our five commitments to our customers:
Helpful, Courteous, Accessible, Responsive, Knowledgeable
The course is designed to be delivered by a live instructor in a classroom setting. It includes a workbook, slides, video, discussion and activities to reinforce learning, engage students and develop skills that apply to their interaction with customers.
The course can be delivered as five individual half-day modules or taught consecutively as a 2½-day course or any combination of these to suit work schedules. We encourage state organizations with in-house training staffs to take advantage of our Train-the-Trainer program. Using your own trainers is cost-effective and allows you to customize The Art of Exceptional Customer Service to your organization's needs.
Each session focuses on a separate area of customer service. Examples and activities focus on live customer service and call handling best practices. Topics include:
- The service culture
- Understanding customers
- Effective communication
- Exceeding customer expectations
- Problem solving and service recovery
- Leading a customer service organization (managers' version)
- The Call Center and The Art of Exceptional Customer Service
Next Train-the-Trainer Course:
Dates: July 20-24, 2009
Time: 8:30 a.m.-5:00 p.m. each day
Location: Floyd Building, 200 Piedmont Ave., 1916 West Tower, Atlanta 30334
This course will prepare trainers to facilitate The Art of Exceptional Customer Service to employees within your own agency. Using your in-house trainers is cost-effective and allows you to customize the course to your agency's needs.
The cost is $99 per participant. To register, please contact Darcell Johnson at djohnson@cviog.uga.edu or 404-463-6800. You may also contact Linda Hensel with questions at lhensel@ocs.ga.gov or 404-463-5911.
For more information, please contact:
Linda Hensel
Governor's Office of Customer Service
404.463.5911
lhensel@ocs.ga.gov