STANDARD COMPETENCIES:

 

 I.      Examine the different characteristics of the customer

 II.     Compare and contrast customer service and techniques

 III.    Explain techniques of a variety of communication modalities

 IV.     Demonstrate knowledge of conflict resolution styles

 V.      Analyze team member relationships

 VI.     Recognize desired employment attributes

 VII.

 TOPICAL OUTLINE:

 

 I.      Customer Identification

         A.      Internal

         B.      External

         C.      Divers Populations

         D.      Cultural Differences

 II.     Customer Service Techniques

         A.      Theories

         B.      Service Behaviors

 III.    Communication

         A.      Verbal/Nonverbal

         B.      Active/Reflective

         C.      Therapeutic

         D.      Telephone Skills

 IV.     Conflict Resolution

         A.      Management Styles

         B.      Problem Solving/Critical Thinking Skills

         C.      Negotiation

 V.      Teamwork

         A.      Employee/employer

         B.      Employee/employee

         C.      Employee/Customer

 VI.     Desired Qualities of Employers

         A.      Work Ethic

         B.      Productivity