First Impressions Matter: A Customer Service Workshop
Not currently scheduled.
Overview
This training will assist participants in implementing a service culture within their organization. The workshop will also help develop individual professional and personal aptitudes in the areas of customer service, telephone etiquette, communication/listening, written and email communication.
Learning Objectives
- Demonstrate knowledge and skills needed to communicate professionally, achieve respect, enhance customer relationships, and secure an overall competitive advantage through excellent customer service.
- Define active listening and explain its importance.
- Display an understanding of basic telephone etiquette communication
- Display an understanding of proper written and email communication
Facilitators
Dr. Stacey Smith
Associate Professor, Tourism & Hospitality Management
Dr. Stacey Smith is an Associate Professor and the Director of the Tourism and Hospitality Management Program at FHSU. Her industry experience includes the convention & visitors bureau where she worked in event planning and Hyatt Hotels where she worked in the rooms division. While in the lodging industry, she also obtained exposure to food service operations and meeting planning activities. Dr. Smith has many presentations and publications in the field of tourism and hospitality. Her primary research interest is in the area of crisis preparedness for the tourism industry. She also does research in the areas of lodging, meetings, and training. She facilitates training on many topics for the FHSU Management Development Center.