Photo By Lesley Atkinson | Lorie Gambill, an instructor from the Community College Workforce Alliance, gives a...... read more read more
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FORT LEE, Va. - About 20 garrison employees attended a first-time customer service training course here last week.
During the week-long classes, they were taught 10 key principles to building excellent customer service with lectures and interactive role playing.
Carrie Meinzer, chief, Directorate of Human Resources, organized the training with the approval of Melissa Magowan, deputy to the garrison commander.
Magowan said she made a top priority to offer the training to employees to show her commitment to customer service excellence.
“We are a customer-focused organization, so it’s vital our employees be attuned to the needs of our customers and how to best meet those needs in a timely, accurate and professional fashion,” said Magowan. “This training helps us achieve that.”
The training was conducted by Community College Workforce Alliance. The organization contracts out instructors and provides training for different organizations to help develop personnel and leadership skills.
Tyrone Brooks was one of three course leaders who facilitated the customer service class. Brooks said he hoped he achieved the course’s goal of instilling important take-away lessons on students.
“Even though you have been in a workspace for a while, there is always room for self-improvement and to learn,” said Brooks. “I realize individuals will not be able to use all the information we share in class, but most will walk away with one or two things it definitely help one’s development.”
In the various sessions there were the following discussions:
How to deal with different attitudes and staying positive.
Identify, overcome and resolve problems when dealing with customers.
Skills that can be used to build basic personal and procedural needs for the customer.
Active listening skills and how good listening can be taught.
The “forbidden phrases” not to use while speaking to customers and to get the point across in a positive, polite and professional manner.
Strategies on managing job stress, how to identify signs of stress and the effects of stress with work performance.
Sandra Suhling, an installation management specialist in the Force Protection Office, Directorate of Plans, Training, Mobilization and Security, attended the class because she wanted to focus on career skill-building.
Suhling said the biggest problem she encountered prior to the class was not giving people she worked and collaborated everyday great customer service because they are not normally thought of as customers.
“We need to expand our view of the customer and treat every person we come into contact with like a valuable customer,” said Suhling. “That applies even when they are difficult to work with and may not have the option to take their ‘business’ elsewhere.”
During a session talking about exceeding customer expectations, the class found out anyone that comes to you is a customer. Any person who requires information or assistance – any time, day or night – is a customer.
Michael Finnegan, supervisor at Range Control, DPTMS, said he found the class to be a good refresher and thinks it will help with customer processes.
“I can go back and implement a training program for employees to get refreshed in the basics of customer service,” he said.
In session five, the class talked about “Phone Power.” Each person was given a mirror to keep at their desk to show – voice with the smile. The mirror is a reminder to smile and be courteous while speaking on the phone.
Tony Meadors, Directorate of Public Works said he deals with customers on a daily basis. He receives requests, troubleshoots and develops a repair solution, and introduces new construction concepts.
“I work with customers to come up with an agreed solution and to be happy at the end,” said Meadors.
The class was a good way to “fine-tune” his method of handling customers he said.
“This course exposed me to additional guidelines and methodology I didn’t think of on my own,” he said. “It was nice to have some professional guidance; were not exposed to this type of training and no one has ever told us the proper way.”
The future of more customer services classes is uncertain due to the interest, need and available funds said Meinzer.
| Date Taken: | 01.21.2016 |
| Date Posted: | 01.21.2016 08:25 |
| Story ID: | 186704 |
| Location: | FORT LEE, VA, US |
| Web Views: | 219 |
| Downloads: | 0 |
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