Dazzle 'Em - Service Excellence Part 1
Know Yourself - Know Your Customer
In this session, participants will explore the following:

• Campus familiarity.
• What is the meaning of service excellence?
  
• What does the student/client want?
  
• Who is the customer?
• How does customer service look like - feel like?
• Why is service excellence important to Daytona State College.

Please check back shortly for the Spring 2009 schedule or call ext. 3653 (Emily Fagerstrom) for more information.

Dazzle 'Em - Service Excellence Part 2
Positive Communications, Positive Results
In this session, participants will explore the following:

• The dynamics of customer interaction.
• The skills, options and actions to dazzle every customer.
• Listening skills.
• Tools for turning the negative interaction to a positive experience.
• What to say? How to say it? What does my body language reveal?
• Telephone etiquette.
  

Pre-requisite: Completion of CUS001 - Part 1 of Dazzle 'Em Training in Service Excellence

Please check back shortly for the Spring 2009 schedule or call ext. 3653 (Emily Fagerstrom) for more information.

Dazzle 'Em - Service Excellence -Part 3
Creating a Quality Service Excellence Culture
In this session, participants will explore the following:

• Build on existing personal strengths.
• Recognize and anticipate the customer needs.
• Get involved in the solution.
• Learn from each situation.
• Coordinate cross-departmental solutions.
• Understand Daytona State's service commitments.
• Enhance face to face communications.
• Learn techniques to uncover customer needs.
• Know your service environment.

Pre-requisite: Completion of CUS002 - Part 2 of Dazzle 'Em Training in Service Excellence

Please check back shortly for the Spring 2009 schedule or call ext. 3653 (Emily Fagerstrom) for more information.

Dazzle 'Em - Service Excellence -Part 4
Creating a quality customer service culture
In this session, participants will explore the following:

• Utilize the resources, options and alternatives to attain customer satisfaction.
  
• Learn the skills needed for service recovery.
  
• Actively uncover issues and problems.
• Go beyond your boundaries not your authority.
• Exaggerate friendliness, helpfulness and smile!
• Understand Daytona State College services and offerings.

**Check back shortly for the Spring 2009 schedule.**

For more information please contact Tom Sanders at 506-3293 or sanderth@daytonastate.edu.