Customer Service Workshops

Customer Service Workshop for UMD’s Office of the Bursar

A workshop on customer service will be presented on October 22 and again 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.