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Providing great customer service
- 9. Workforce Language Instead of ā¦ We could say ā¦ Assessment & Testing Case Management Dislocated Worker Barriers to Employment Labor Market Information
- 10. Program features vs. customer perceived benefits A feature describes what the program or service is. An advantage describes what the feature does. A benefit puts it in terms of how the customer sees value in it.
- 11. Responding tactfully Instead of ā¦ We could say ā¦ You must fill out these forms. You have to come back tomorrow. I wasnāt there when that problem happened. They should have given you the information. We are so busy that I donāt have time to do that for you. You should have brought the information with you.
Editor's Notes
- Production Notes: Power Point: Choose appropriate graphic. Audio narration ā see script below. Interactive web text: None required here. Add buttons per storyboard. Script: The counseling profession has developed an array of techniques to develop and maintain the skills critical to the helping relationship. These techniques include: attending, listening, reflecting, encouraging and questioning. In this module we will address attending, listening and reflecting skills. Click on your āNext Pageā button and we will begin with āattending.ā