Customer Service Workshops

Enhancing Customer Service for University of Maryland’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.