This course is all about service. Service can be defined as an act of helpful activity, help, aid, or assistance. It is not just what you do, but also how you do it; your attitude frames how it feels to be served by you. Service has some applicability to all instances of customer service, but it is primarily geared toward staff at Information & Referral (I&R) organizations - both the I&R Specialists who handle human service inquiries from the public and the supervisors who oversee this essential work. This interactive course discusses the importance of customer service, a positive attitude, and an openness to continuous assessment and improvement. It deals with basic communication techniques and good practices for opening and closing customer calls.
Section 1: Introduction A. About this Course B. Learning Objectives C. Course Introduction Section 2: A Position of Privilege A. A Position of Privilege Section 3: Knowing the Framework A. Knowing the Framework B. Actions that Support the I&R Bill of Rights Section 4: Getting the Physical Right A. Getting the Physical Right Section 5: Getting the Attitude Right A. Getting the Attitude Right B. Good & Bad Habits C. Other Considerations Section 6: Opening a Call A. Opening a Call Section 7: I&R Communication Techniques A. I&R Communication Techniques B. Communication Techniques Section 8: More About Active Listening A. More About Active Listening Section 9: When Helping Means Saying “No” A. When Helping Means Saying “No” Section 10: Closing a Call A. Closing a Call B. Call Center Habits C. What can the I&R Specialist Control? Section 11: Training, Measuring, and Being Monitored A. Training, Measuring, and Being Monitored B. Let’s Review Section 12: Conclusion A. Take a Moment to Reflect on What You Learned B. Congratulations
Clive Jones is a former President of InformCanada, and is responsible for I&R training, credentialing, and standards development.Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
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