UpDate - Vol. 11, No. 39, Page E1
August 20, 1992
Employee Development and Training
Service Success! scores in southern Delaware

     The employee development customer service program, Service
Success! made its debut in southern Delaware this past spring. As part
of the "service to the University and community" joint efforts of
Continuing Education and Employee Development, a series of secretarial
seminars were offered at both the Milford Center and the Virden
Center.
     Two of the five classes from the Service Success! program were
sponsored. They were Effective Call Management and Handling Difficult
Situations. Effective Call Management provides training beyond basic
telephone courtesy. It encompasses some of the psychology of telephone
communications, the impact of call management on the unit's business,
and addresses the needs of both internal and external customers.
Handling Difficult Situations also provides instruction beyond the
basics. This program looks at the difficult situations that arise in
the workplace from both the customer and the customer service agent
viewpoint. Handling Difficult Situations trains participants in the
methods of incorporating many communication techniques and helps the
learner choose the appropriate strategy for a particular circumstance.
     In our efforts to continue to provide customer service training
opportunities to those interested, additional professional skills for
secretaries and administrative assistants seminars are being planned
for fiscal year 1993 in southern Delaware.