Customer Service for Managers

Please register for this course in CampusConnect under the Employee Self Service tab. The course number is CU001M.

Audience:
Any DePaul manager who wants to provide excellent customer service to faculty, staff, students and external collaborators, clients, and stakeholders.

Description:
Presentation and Discussion:  Participants learn about a values-centered and customer-centric approach used by organizations like Walt Disney World, Nordstrom, and Fed-X that put customers first, inside and outside the organization.  Managers learn a framework for designing and implementing  continuous improvement processes to refine and enhance customer service.

Cases and Scenarios:  Learners participate in case studies and activities focused on application of concepts and techniques discussed in class.

Learning Objectives:
-Recognize the importance of customer satisfaction
-Identify the manager role in ensuring customer satisfaction
-Establish and manage ongoing effective customer service processes
-Design and implement procedures to identify and exceed customer expectations
-Design and implement continuous improvement processes to refine and enhance customer service

Mary McGuinness, Erin Higgins, Instructors.  Contact Mary McGuinness, 312.362.7183, mmcguinn@depaul.edu.

 

Thursday, April 25, 2013 at 1:00pm to 3:00pm

Richard M. and Maggie C. Daley Building, Room 1001
14 E Jackson Blvd

Event Type

Workshops & Conferences

Departments

Workplace Learning and Performance, (All) Workplace Learning and Performance, Staff Training

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