This course is designed to provide the participant with certain key skills and attitudes in order to effectively provide quality customer service. Participants will identify and define what quality customer service is and will discuss the differences between the public and private sector. The participants will be introduced to the most important qualities that Americans desire in customer service. Topics will also include understanding and exceeding customer expectations, and how to deal with unrealistic expectations. Participants will identify and discuss how “red tape” can affect the level of service provided in the public sector and how to focus on what we can do instead of what we can’t do to serve the customer. This class is interactive as well as discussion orientated. Topics Covered: Communication in the Workplace Business Communication Customer Service Team Building Attitude in the Workplace Values & Ethics Stress Management Time Management Conflict Resolution Decision Making & Problem Solving Managing Organizational Change "Thank you for all your help and sharing new ideas to apply to our jobs." - Previous Customer Service Academy Trainee