Customer Service Training

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* 1. What type of on-going customer service training does your agency offer to staff?

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* 2. If customer service trainings were offered by SEMCA, covering a mix of both skills and content, whom would you send?

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* 3. Which format of customer services training do you prefer, if both are available?

Virtual

In-person

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* 4. Would you prefer for staff to be trained with others at their AJC, or cross-teams?

With AJC team

Cross- teams group

No preference

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* 5. How frequently do you offer training you described in question # 1?

At hire

Annually

Every few years

Others

N/A

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* 6. Do you offer trainings about conflict resolution or de-escalation of conflict routinely?

Yes

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* 7. If not, do you feel these trainings would be valuable?

Yes

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* 8. Who from your team typically participates in these trainings?

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* 9. What is the best time of the year do you think is best for team trainings?

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* 10. What is the best time of the day do you think is best for team trainings?

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* 11. Please, check the training topics you would most like to see covered in a customer services type training.
Check all that apply

Active listening

Clear communication

Positive language

Demonstrating empathy

Persuasion

Handling customer complaints

How to best direct customers for help and importance of warm hand-off

Review of customer processes;like: routing/referral, phone or online scheduling, complaint process, etc.

Workplace Sensitivity training "connecting with respect"

Customer Service Training

Question Title

* 1. What type of on-going customer service training does your agency offer to staff?

Question Title

* 2. If customer service trainings were offered by SEMCA, covering a mix of both skills and content, whom would you send?

Question Title

* 3. Which format of customer services training do you prefer, if both are available?

Question Title

* 4. Would you prefer for staff to be trained with others at their AJC, or cross-teams?

Question Title

* 5. How frequently do you offer training you described in question # 1?

Question Title

* 6. Do you offer trainings about conflict resolution or de-escalation of conflict routinely?

Question Title

* 7. If not, do you feel these trainings would be valuable?

Question Title

* 8. Who from your team typically participates in these trainings?

Question Title

* 9. What is the best time of the year do you think is best for team trainings?

Question Title

* 10. What is the best time of the day do you think is best for team trainings?

Question Title

* 11. Please, check the training topics you would most like to see covered in a customer services type training.
Check all that apply

Question Title

* 12. Please share any other considerations you want to know as we plan this training

Question Title

* 13. Let us know your suggestions about trainers

Customer Service Training

Question Title

* 1. What type of on-going customer service training does your agency offer to staff?

Question Title

* 2. If customer service trainings were offered by SEMCA, covering a mix of both skills and content, whom would you send?

Question Title

* 3. Which format of customer services training do you prefer, if both are available?

Question Title

* 4. Would you prefer for staff to be trained with others at their AJC, or cross-teams?

Question Title

* 5. How frequently do you offer training you described in question # 1?

Question Title

* 6. Do you offer trainings about conflict resolution or de-escalation of conflict routinely?

Question Title

* 7. If not, do you feel these trainings would be valuable?

Question Title

* 8. Who from your team typically participates in these trainings?

Question Title

* 9. What is the best time of the year do you think is best for team trainings?

Question Title

* 10. What is the best time of the day do you think is best for team trainings?

Question Title

* 11. Please, check the training topics you would most like to see covered in a customer services type training.Check all that apply

Question Title

* 12. Please share any other considerations you want to know as we plan this training

Question Title

* 13. Let us know your suggestions about trainers

* 11. Please, check the training topics you would most like to see covered in a customer services type training.
Check all that apply