Customer Service Training for CSE Workers

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 (DOC)

Module 1: Introduction (DOC)
     Module 1 Slides (PPT)
Module 2: Concepts of High-Quality Customer Service (DOC)
     Module 2 Slides (PPT)
Module 3: Communication Skills (DOC)
     Module 3 Slides (PPT)
Module 4: Winning Telephone Techniques (DOC)
     Module 4 Slides (PPT)
Module 5: Strategies for Handling Difficult Customers (DOC)
     Module 5 Slides (PPT)
Module 6: Summary and Wrap-Up (DOC)

Appendix: Handouts for Modules 1-6 (DOC)

Graphics for cover and spine
Cover (PPT)
Spines (PPT)