Giving Hope and Support to America's Children

Customer Service Training for Child Support Enforcement Workers - Trainer's Guide

Customer service can be either a positive influence or a destructive force for the Child Support Enforcement Program. Child Support Enforcement workers represent the first contact the customer has with the agency and this is where the customer's opinion of an agency is formed. The Child Support Enforcement workers are a critical factor to program success and there is a demonstrated need for effective training in the customer service area.

The goal for this course is to provide comprehensive customer service training to Child Support Enforcement workers who are responsible for handling customer situations. This training will equip them with practical tools to improve their customer service skills and attitudes.

Table of Contents (60 Kb Microsoft Word File)

Module 1: Introduction (750 Kb Microsoft Word File)
Module 1 Slides (175 Kb Microsoft PowerPoint File)
Module 2: Concepts of High-Quality Customer Service (7.5 Mb Microsoft Word File)
Module 2 Slides (619 Kb Microsoft PowerPoint File)
Module 3: Communication Skills (3.8 Mb Microsoft Word File)
Module 3 Slides (683 Kb Microsoft PowerPoint File)
Module 4: Winning Telephone Techniques (1.5 Mb Microsoft Word File)
Module 4 Slides (264 Kb Microsoft PowerPoint File)
Module 5: Strategies for Handling Difficult Customers (4 Mb Microsoft Word File)
Module 5 Slides (596 Kb Microsoft PowerPoint File)
Module 6: Summary and Wrap-Up (84 Kb Microsoft Word File)

Appendix: Handouts for Modules 1-6 (505 Kb Microsoft Word File)

Graphics for cover and spine
Cover (400 Kb Microsoft PowerPoint File)
Spines (91 Kb Microsoft PowerPoint File)

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