Workshop on Service Failure and Recovery
a2zInc provides cloud-based event management tool for sponsors of trade shows and conferences around the world. On June 17, 2016, Janet Wagner facilitated a workshop on service failure and recovery, attended by the entire a2z team of fifty business managers, engineers, and company leaders. The thrust of the workshop was best practices in service recovery – how to avoid service failures and how to manage them when they occur. The team engaged in an enthusiastic discussion of challenges they face when service failures occur. The workshop culminated in a role playing exercise, in which teams of three a2z staff members practiced client-focused service recovery skills. The session was followed by a lunchtime discussion led by CEO Rajiv Jain.
District of Columbia Housing Authority Offers Workshop on Best Practices in Customer Service Recovery
On April 26, 2016, CES Director Janet Wagner presented 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 such encounters in such a way that their satisfaction is restored. To help DCHA employees meet this challenge, the focus of the workshop was best practices in service recovery. Participating managers participated in a role playing exercise, designed to reinforce what they learned. The service recovery workshop was 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.