Course Course Summary Section 1 Content Section 1 Content Left Section 1 Content Right Credit Type: Course ACE ID: OPM-0035 Organization's ID: DCO Organization: U.S. Office of Personnel Management Location: Classroom-based Length: 34 hours (1 week) Dates Offered: 3/1/2006 - 8/30/2014 1/1/1997 - 2/28/2006 Credit Recommendation & Competencies Section 2 Content Section 2 Content Left Section 2 Content Right Level Credits (SH) Subject Graduate 2 Customer Relations, Marketing, or Marketing Management Note: For credit recommendation to apply, the student must have completed a research paper. Description Section 3 Content Section 3 Content Left Section 3 Content Right Objective: To provide knowledge and skills to Federal leaders to provide customer service equal to 'the best in the business. Learning Outcomes: Set valid customer service standards Design measures to rack performance and improve the quality of service Empower employees to advance customer service and redesign systems Avoid customer service pitfalls resulting from organizational change Pinpoint the keys to customer service success Learn lessons from the experience of expert customer service organizations Develop plans for improving customer service Instruction & Assessment Section 4 Content Section 4 Content Left Section 4 Content Right Instructional Strategies: Audio Visual Materials Case Studies Computer Based Training Discussion Lectures Supplemental Materials Section 5 Content Section 5 Content Left Section 5 Content Right Section 6 Content Section 6 Content Left Section 6 Content Right Button Content Rail Content 1 Page Content