District of Columbia Housing Authority Offers Workshop on Best Practices in Customer Service Recovery
On November 25, 2015, CES Director Janet Wagner presents 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 is best practices in service recovery. The project champion is Imhotep Newsome, DCHA’s communication specialist.
The service recovery workshop will be repeated in 2016 as part of an ongoing effort by DCHA to improve the quality of its service to its customers.
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.