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"Customer Service Excellence" Workshop Offered by FGCU Florida Institute of Government
8/23/2002

FORT MYERS, FL - Supervisors 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 as part of its Professional Development Series from 8:30 a.m. to 12:30 p.m. on Friday, Sept. 20 at the FGCU Broadcast Building Room 111.

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. She has 16 years of diverse experience in human resources.

Following her graduation from Iowa State University with a B.S. in speech communications, she launched her HR career with the Ritz-Carlton Hotel Company. During her tenure there, Anderson was part of the initial process leading up to the company receiving the Malcolm Baldridge Award for quality.

She has professional experience in industries such as health care, manufacturing, real estate, construction, government, nonprofits and PEOs (professional employer organizations). She received the Florida “Best of the Best” award from specialty retail company Jacobson’s for her HR contributions.

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 Institute director Joanne Hartke at (941) 590-7815. Registration for the workshop is $44.

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