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State of New Jersey, Civil Service Commission
Governor Chris Christie • Lt.Governor Kim Guadagno
 
 

Cost per Person: $159

Pre- Requisite: None

Length: 6 hours

Location:
Mercer County Community College
1200 Old Trenton Rd
West Windsor, NJ 08550

Class Time:
8:30 am to 4:00 pm

 

Scheduled Session:
HR Horizons:
Wednesday, December 21, 2016

 

Course Description

Providing high-quality customer service is a common goal shared by government agencies. As government employees, we provide both external and internal customer service. Our external customers are the citizens of New Jersey, whereas our internal customers include our colleagues, supervisors, and management. The manner in which customer service needs are addressed is not only a representation of you as an employee, but it is a direct representation of your State or local government agency. This one-day course will assist you in strengthening your communication, listening, and questioning skills, in order to assess customer needs and provide appropriate solutions.

Learning objectives include:

  • Understand the importance of exceeding customer expectations
  • Learn how successful exchanges with customers increases your job satisfaction
  • Understand how the external customer is not your only customer
  • Recognize how our own behavior affects the behavior of others
  • Apply verbal and nonverbal communication, and listening techniques for higher levels of customer service success
  • Demonstrate increased confidence and skills as a problem solver
  • Apply techniques to deal with challenging customers
  • Apply diffusion, de-escalation, and recovery techniques to deal with angry customers
 
 
Registration

Enrollment is secured once your agency completes, signs and returns the following form to the Civil Service Commission. Fax your form to 609-777-2336. For any questions, call the Registration Team at 609-777-2225.

Training Authorization Form

 
 
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