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Office of Vice President and
Chief of Staff
Florida Gulf Coast University
10501 FGCU Blvd S.
Fort Myers, FL. 33965-6565

Phone: (239) 590-1065
Fax:     (239) 590-1066
Email:  apacheco@fgcu.edu

 

 

Press Release

 
 

"Customer Service Excellence" Workshop Offered by FGCU Florida Institute of Government
7/22/2003

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 8:30 a.m. to 12:30 p.m., Monday, Aug. 18 in 111 Broadcast Building.

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.

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 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 completion of a bachelor’s degree in speech communications from Iowa State University, she launched her human resources career with the Ritz-Carlton Hotel Company where she was part of the initial process leading up to the company receiving the Malcolm Baldridge Award for quality.

Anderson 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 Jacobson’s, a specialty retail company, for her 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 (239) 590-7815. Registration for the workshop is $48.


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