Customer Service Excellence

Sponsored by: Maine Municipal Association
Date: 5/13/2024
Location: Maine Municipal Association, 60 Community Drive, Augusta, ME 04330
Time: Registration 9:30-10:00am; Workshop 10:00am-2:00pm
Presenter(s): Faith York, Instructor, Maine Community College System
Cost: MMA Members: $75 | Non-Members: $150 (lunch is provided)

Training for: Animal Control, Assessor, Clerk, Code Enforcement, Finance, General Assistance, Human Resources, Librarian, Manager, Parks & Recreation, Planning, Public Safety, Public Works, Tax Collector & Treasurer, MMA

Please note:
This training is provided at a reduced cost to MMA members through generous funding provided by the Harold Alfond Center for the Advancement of Maine’s Workforce at the Maine Community College System. By registering for this training, you agree to complete an additional registration form that includes demographic information to be shared with the Harold Alfond Center and to also complete an online program evaluation in a timely manner, as these are conditions of the grant funding. If you do not complete the registration and evaluation, MMA may invoice your municipality for the full cost of the training.

MMA is a member of the Maine Workforce Development Compact through the Harold Alfond Center, which enables access to this funding. Your town or city can also join the Compact and gain access to generous funds to support training of municipal employees. Learn more about the Compact and apply at https://www.mccs.me.edu/workforce-training/maine-workforce-development-compact/
 

Course Overview:
This is a highly-interactive workshop with high levels of participant engagement. This professional development opportunity will highlight three critical truths common in exceptional customer service that make all the difference:

• Demonstrating the essence of the job, not just the function: the heart of extraordinary customer service. What this means/looks like, and how to do it.
• The importance of individual choice; employees make the decision whether to offer “discretionary effort” or not. This is always voluntary but it is critical to success. Helping to connect individual values and visions with the organization's help.
• Excellent customer service costs no more than mediocre or bad service, but it impacts everything in a positive way, including staff's stress level

We will directly explore specific behaviors that make all the difference in raising customer service excellence, and will set individual goals for growth. We will address dealing with angry customers (and the resulting stress), and offer recommendations for helpful responses.
 

Presenter Bio:
Faith York is a dynamic professional development specialist with 30+ years in the business. She blends best practices in business and behavior management with competency-based instructional design to create training and group processes that make a difference.

She has extensive experience as a behavior specialist, business owner, coach, teacher, trainer, facilitator, event coordinator, and public speaker. Areas of expertise include: leadership development; employee engagement; supervision and management skills; time mastery; adult learning principles; presentation development and platform skills; conflict de-escalation and management; communication skills and self-awareness; resiliency and stress management; and emotional intelligence.

She is a retired Certified Rehabilitation Counselor and Certified ME Behavioral Health Professional Trainer, and has owned and operated two businesses. Having worked both internationally and domestically with over 250 clients, she has been engaged by corporations; non-profits; public safety organizations and correctional institutions; schools and municipalities; and state projects and campaigns. She works with both groups and individuals, including executives, boards of directors, medical and mental health professionals, educators, and youth.

 

Cancellation Policy:
Cancellations must be submitted using this Cancellation form to cancel your registration for an event. Cancellations received before 5/6/24 will be assessed a $15 administrative fee for processing. Cancellations received on/after 5/6/24 will be charged 50% of the course fee. Any registrant who does not attend and does not cancel their registration (i.e., no-show) and any cancellation received the day of the event will be charged the full registration fee.

If you have questions, please contact the Educational Services Office at (800) 452-8786 or (207) 623-8428 or training@memun.org.

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