This course examines the need for and the practice of community service and customer orientation through the use of employee skills. These skills are acquired and best taught by the examples shown by an organization's leaders. The decisions and processes that are used to define your agencies' customers not only define what group(s) are included, but they also often emphasize the strategies that may be used to allow better communications with that group.
Depending on the size and complexity of your target customer group, various tools will be discussed and exemplified to convey to them your messages through: personal contact with individuals, public service announcements, press releases, and phone and personal interviews (via radio or television). Dealing with the changing face and makeup of some communities can require additional and more locally specific and innovative applications.
These skills are all developed by understanding:
- Who your customer is
- Customer service practices (for individuals to group sizes)
- That keeping the customer informed prevents frustration
- That compromise is the norm for meeting diverse group's goals
Upon completion of this course, participants will be able to:
- Understand management's role in the customer service arena
- Identify different types of customers
- Use the steps of communication with different customers
- Analyze current operations to identify staff training needs
- Understand management's role in the public relations arena
- Understand the role of public relations in changing or shaping public perceptions.
- Develop basic techniques in dealing with the media.
- Defining customers
- methods of communicating information
- using diversity to grow
On-line, independent study
Offering level (Basic, Intermediate, or Advanced)
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