Customer Service: Beyond the Script

Audience: All Employees
Contact Hours: 6 Hours
Instructor: Sirena Bennett​, M.S.
DOP-18 Applicable: Component IV

Course Description:

In an increasingly automated world, the power of person-to-person interactions to enrich the customer experience is more vital than ever. As technology handles routine customer service, people now anticipate more meaningful and effective human connections. This course will explore a range of techniques and skills designed to elevate your customer service, ensuring interactions are impactful and positive.

This comprehensive course will develop your abilities to navigate and improve customer interactions by focusing on:

• The principles of exceptional service and what influences customer perceptions.
• Mastering de-escalation and problem-solving techniques to ensure positive resolutions.
• Building the skills necessary for creating memorable customer experiences.​

Whether you need help to address customer service interactions or just want to make your abilities go above and beyond expectations, this class will help you in reaching your goals.​

 

Audience & Applicability:​

This course is designed for and fully applicable to both classified and classified-exempt employees. All content, examples, and guidance are relevant regardless of employment status.​

Registration Information:

If you need assistance enrolling in a class, please contact dop.registrar@wv.gov.