Customer Service Training for CSE Workers

Trainer's Guide

Publication Date: December 1, 1999

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

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

Appendix: Handouts for Modules 1-6

Graphics for cover and spine


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