Customer Service
for Tribal Organizations

A few adjustments to the way you communicate with your co-workers and customers can result in great gains in productivity. From dealing with difficult people to setting daily habits that will keep your workplace running smoothly and your customers coming back happy, this class introduces the fundamentals of positive communication and customer service. Youíll learn how to avoid problems before they even arise, and how to communicate in ways that make people feel that they are always right, even when itís impossible or impractical to satisfy their every need.

T O P I C S   I N C L U D E
Managing Yourself
  • Time management:
    • Identifying time wasters
    • Getting organized
    • Setting goals and priorities
    • Managing multiple tasks
  • Stress management:
    • Stress indicators
    • Effects of stress
    • Diffusing stress
  • Guidelines for problem-solving
  • Decision-making process
Communicating in a Team Environment
  • Understanding group dynamics
  • Checklist for a productive meeting
  • Characteristics of an effective group
  • Characteristics that inhibit team performance
Managing Relationships
  • Cooperative communication skills:
    • Verbal vs. non-verbal
    • Communication barriers
    • Breaking down defenses
    • Mastering listening skills
  • Assertiveness techniques
  • Ensuring customer satisfaction:
    • Maintaining your cool with difficult people
    • Giving clear and concise information
    • General etiquette
  • Working effectively as a team
What is Customer Service?
  • How to define "customer"
  • Establishing a customer service philosophy
  • Basic customer service principles
  • How is customer service unique for tribal governments?
Tools for Improving Your Personal Customer Service Style
  • Listening skills
  • Cooperative language
  • Building rapport
  • Problem-solving techniques
  • Using proven phrases
Tools for Improving Your Department's Customer Service
  • Identifying "Moments of Truth"
  • Assessing your department's customer service
  • Creating a "Customer Bug List"
Topics subject to change
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