Developing Our Most Important Resource, Our Human Resource!

8264 136 Street North
Seminole, Florida 33776
Phone/Fax 727-389-6152

Steven P. Rosenthal
President

The Training Tree, Inc. Seminar Development

Each seminar is available in a three or six hour format. Separate versions have been developed for private sector and public sector clients. These are sample titles-Each seminar is custom designed for your organization.

• Action Plans & Accountability

• Becoming Customer Focused

• Constructive Action Team: Putting The CAT To Work For You

• Customer Service: Making The Transition From Regulator To Enabler

• Counseling for Results

• Dorothy and Leadervision: Managing from Oz

• Developing A Negotiation’s Team

• Ethical Decision Making

• Getting Things Done

• If It Was So Common It Would Just Be Called Sense

• Managing and Coping With Change

• Managing Meetings: Why Some Work and Others Don’t

• Negotiating Your Way To Success

• Negotiations Skills Workshop

• New Supervisor’s Workshop

• Performance Appraisal: In Search of the Ultimate System

• Personality Charting: Understanding Your Team

• P.I.C. Your Way To Improvement: Creating a Performance Improvement Process

• Positive Mental Attitude-PMA

• Problem Solving: Navigating Around The Decision Traps

• Process Improvement For Those Who Hate TQM

• Selection Process: From Type To Process

• Sexual Harassment: The Liability Game (Creating A Harassment Free Environment)

• Sherlock Holmes and The Hiring Process

The ABC’s of Quality Customer Service!

To be customer focused requires the use of a number of communication skills, knowledge of your job, understanding how your department or division works, and how to be a team player. People are not born with these skills but develop them over years. The service you provide and how it is delivered will change in time and so will your job. There is always something new to learn. Staying current with citizen needs and job changes make every job a challenge. The following are some basics of providing quality service to our citizens or customers:

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A’s

• Anticipate the needs of the customer

• Actively listen

• Accept responsibility to follow through

• Assist with a positive attitude

• Avoid promising what can’t be delivered

• Answer calls and requests for service promptly

• Avoid emotional “trigger” phrases

• Allow emotional venting by customer

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B’s

• Be informative with accurate information

• Be pleasant

• Be concerned and move issues to resolution

• Be empathetic and listen

• Be helpful

• Be alert for customer frustration

• Be aware of your processes and policies

C’s

• Care about each customer contact and outcome

• Calm voices calm angry customers

• Create a problem solving environment

• Center on fixing the problem, not placing blame

• Concentrate on bringing a close to the issue

Some organizations process complaints and concerns. We try to satisfy customer complaints and concerns. The difference is made by one word - YOU!