Target Audience: Faculty (all types) and staff (pay bands 5 and above) who manage teams, projects, or individuals.
Course Description: For an organization to be customer service oriented, its philosophy and culture must reflect customer service principles. The strategic direction for this must come from the top. Leaders must find a balance between customer service and business needs, and development a customer service plan so employees are empowered to make service-oriented decisions without overstepping policies.
Course Objectives: At the end of this interactive workshop, participants will be able to:
- Define a customer service culture for departments or work units
- Set behavioral expectations for customer service and create a plan to ensure employees at all levels recognize that customer service is valued and expected by leadership
- Identify service characteristics critical to quality
- Develop skills and techniques for successful customer interactions
University Organizational and Professional Development
Southgate Center (0538)
Blacksburg, VA 24061
Phone: 540/231-5100 Fax: 540/231-6479
Contact UOPD: uopd@vt.edu
Date/Time/Location:
Spring 2010
Cost
$150.00 per day, includes lunch
Instructor:
Roberta S. Russell, Ph.D.
Dr. Russell is a Professor in the Department of Business Information Technology in the Pamplin College of Business
Roberta Russell bio (PDF | 24KB)How to Pay
University Organizational and Professional Development accepts three (3) forms of payment:
- Departmental ISR. See on-line instructions for completing an ISR through HokieMart.
- Foundation check
- Personal check
Checks should be made payable to the Treasurer, Virginia Tech and mailed to UOPD, Campus Mail #0538.