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"Customer Service Excellence" Workshop Offered by FGCU Florida Institute of Government
8/13/2001

Managers and employees from both the private and public sectors are invited to attend a half-day workshop “Customer Service Excellence” presented by the Florida Institute of Government at Florida Gulf Coast University from 8:30 a.m. to 12:30 p.m. on Thursday, Sept. 6. The workshop will be held at the Center for Professional Development at Edison Community College.

For employees whose job involves contact with the public, this seminar will help them to perform their job with greater ease and will lead to improved customer satisfaction.
Objectives:
·Be able to effectively respond to complaints that result in a satisfied customer
·Learn to listen with empathy and communicate using positive body language
·Develop telephone skills that win over customers
·Understand the words to use – and not to use – to maximize your effectiveness with customers
·Know the five basic needs of customers and how to not just meet but to exceed them

Libby Anderson is instructor for the program.

The central purpose of the Institute is to help promote superior performance in government and nonprofit organizations through quality training, consulting and technical assistance. As an accredited comprehensive public university, FGCU addresses the higher educational needs of Southwest Florida and provides a learning-centered environment that offers high quality educational opportunities for the general public, such as administratively hosting the Institute.

For more information, contact Joanne Hartke, Director of the Institute, at (941) 590-7815. Registration for the workshop is $44.

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