District of Columbia Housing Authority Offers Workshop on Best Practices in Customer Service Recovery
On November 25, 2015 CES Director Janet Wagner will present a two-hour workshop to customer-facing employees who serve clients of the District of Columbia Housing Authority. In addition to providing housing, the DCHA works with the DC government to offer support services designed to help residents develop personal and job-related skills to help secure their futures. Customer-facing employees in any service organization often encounter situations in which customers believe service is falling short, and are dissatisfied. The challenge is to manage encounters with dissatisfied customers in such a way that their satisfaction is restored. To help DCHA employees meet this challenge, the focus of the workshop will be best practices in service recovery. The project champion is Imhotep Newsome, DCHA’s communication specialist.
Smith Leadership Academy: Customer Service Workshop
Professor P.K. Kannan, distinguished research fellow of the Center for Excellence in Service, is offering a customer service workshop as part of the Smith Leadership Academy curriculum. The Smith Leadership Academy is a leadership development program created specifically for UMD staff by Smith School Human Resources and the Smith School Office of Executive Programs. This innovative program cultivates leadership potential through a combination of coursework and experiential learning. It is open to rising and mid-level leaders nominated by senior staff members. The customer service workshop focuses on marketing service in the context of higher education. It is organized around the GAPS model of service excellence, which is used to identify and analyze service problems, generate alternative solutions, and guide users in choosing the best of the alternatives. The Smith Leadership Academy is offered every fall.
Janet Wagner Moderates U.S. Department of Labor Customer Service Panel
Janet Wagner, Director of the CES, moderated a panel on customer service feedback for the U.S. Department of Labor (DOL), on September 25, 2014. Professor Wagner launched the discussion with a brief presentation on the importance of managing customer feedback well, and how customer feedback can be used to improve customer service quality. The panel featured Tina Jones of OSHA, and Doug Robins and Danielle Germaine of the OASAM. Panelists presented best practices in customer service from their offices, and fielded questions from DOL staff located onsite and offsite. The panel was offered as part of the DOL's customer service community of practice program.
Customer Service Workshop for UMD’s Office of the Bursar
A workshop on customer service was presented on October 22 and on October 24, 2012 to staff and managers of the University of Maryland’s Office of the Bursar. In a three-hour, afternoon session, Janet Wagner, director of the CES, will presented an overview of how frontline employees can offer high quality service to their customers that creates satisfaction and loyalty. Topics will include how to build a service brand; the importance of creating and maintaining good relationships with faculty, staff, and students; how customer-facing employees represent the UMD brand and the Bursar’s Office brand to the campus; tactics for managing difficult customers; and strategies for restoring customer satisfaction after a service failure.
Enhancing Customer Service for UMD’s Office of Information Technology
A workshop on customer service was presented on January 18, 2012, to 25 coordinators from the University of Maryland’s Office of Information Technology (OIT). In a 3-hour, afternoon session, Janet Wagner, director of the CES, presented an overview of how to manage the many challenges frontline employees confront when they serve customers. Topics included how to market OIT’s service; the important of creating and maintaining OIT’s relationships with faculty, staff, and students; how customer-facing employees represent the OIT brand to the campus; tactics for managing difficult customers; and strategies for restoring customer satisfaction after a service failure.