Target Audience: All Virginia Tech classified and university staff (in pay bands 1 through 4) 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. This includes how employees treat each other as well as how they treat customers. These behaviors need to be managed by ensuring that expectations are set, assistance and feedback are provided, and employees are evaluated on customer service requirements.
Course Objectives: At the end of this interactive workshop, supervisors and managers will be able to:
- Set behavioral expectations for providing quality customer service and evaluate gaps in service quality
- Develop skills and techniques for successful customer interactions
- Maintain a customer focus within the framework of organization policies and procedures
- Evaluate customer service performance both informally and formally
University Organizational and Professional Development
Southgate Center (0538)
Blacksburg, VA 24061
Phone: 540/231-5100 Fax: 540/231-6479
Contact UOPD: uopd@vt.edu
Instructor:
Roseanne Foti, Ph.D
Dr. Foti is a Professor in the Department of Psychology, Program in Industrial & Organizational Psychology, College of Science
Roseanne Foti, Ph.D. (PDF | 17KB)Cost
$100 per day, includes lunch
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.