Course

Course Summary
Credit Type:
Course
ACE ID:
OPM-0035
Organization's ID:
DCO
Location:
Classroom-based
Length:
34 hours (1 week)
Dates Offered:
Credit Recommendation & Competencies
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

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

Instructional Strategies:

  • Audio Visual Materials
  • Case Studies
  • Computer Based Training
  • Discussion
  • Lectures
Supplemental Materials