FGCU Florida Institute of Government Presents "Customer Service Excellence...The Winning Formula" Workshop
10/13/2004

WHO     FGCU Florida Institute of Government, for managers, supervisors and employees from both the private and public sectors

WHAT     "Customer Service Excellence.The Winning Formula" half-day workshop from the Florida Institute of Government's Professional Development Series. For participants whose job involves contact with the public, the seminar will help participants to perform their job with greater ease and will lead to improved customer satisfaction. Libby Anderson is instructor for the program.

WHEN     8:30 a.m. to 12:30 p.m., Friday, Nov. 12

WHERE     FGCU Broadcast Building Room 111

WHY     To learn how to:     

·     effectively respond to complaints that result in a satisfied customer

·     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 effectiveness with customers

·     know the five basic needs of customers and how to not just meet but to exceed them

COST     $48

CONTACT     Joanne Hartke at (239) 590-7815 or jhartke@fgcu.edu

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