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