Ensuring Effective Customer Interactions in Human Services

About this course

Description

How staff members at human services agencies interact with their customers (or clients) can have a huge impact on service utilization. Though many of us think of customer service as an important aspect of the hospitality or retail fields, it is equally important for human service agency staff on all levels to provide excellent customer service. Through this bundle, participants will explore the benefits and challenges of providing excellent customer services, understand how burnout and vicarious trauma impact one's ability in providing great care, and how as a team we can work together to ensure that each customer or client who walks through our doors has a positive experience. 

Meet the Instructor

Katie Volk, MA, has been focusing on poverty and related issues for over 15 years. She has directed numerous training, technical assistance, and curriculum development efforts. Katie has also trained thousands of service providers, primarily focusing on trauma-informed care, homelessness, child development, and organizational well-being. Prior to joining the Center for Social Innovation, she spent seven years at the National Center on Family Homelessness, where she worked in the post-Katrina Gulf; developed the PEACH, a physical and emotional awareness program for children; and was integral in crafting the 2009 America's Youngest Outcasts: State Report Card on Child Homelessness.

The tapas in the bundle include:

  • What makes for a good customer service interaction? (10 mins)
  • Challenges to providing excellent customer service (10 mins)
  • Overcoming the challenges of burnout and vicarious trauma (9mins)
  • Working as a team (7 mins)
  • How do you put it all together (3 mins)

Bundle facts:

  • Estimate length: 39 minutes
  • Subject: Customer service
  • Course type: Self-paced, short video tutorials
  • Covered topics: Customer service, client interactions, trauma, team work, team building, vicarious trauma, burnout, supportive supervision, recovery-oriented supervision

Curriculum

  • What makes for a good customer service interaction?
  • Challenges to providing excellent customer service
  • Overcoming the challenges of burnout and vicarious trauma
  • Working as a team
  • How do you put it all together?
  • Team Strengths Activity
  • Understanding Customer Goals
  • Evaluation

About this course

Description

How staff members at human services agencies interact with their customers (or clients) can have a huge impact on service utilization. Though many of us think of customer service as an important aspect of the hospitality or retail fields, it is equally important for human service agency staff on all levels to provide excellent customer service. Through this bundle, participants will explore the benefits and challenges of providing excellent customer services, understand how burnout and vicarious trauma impact one's ability in providing great care, and how as a team we can work together to ensure that each customer or client who walks through our doors has a positive experience. 

Meet the Instructor

Katie Volk, MA, has been focusing on poverty and related issues for over 15 years. She has directed numerous training, technical assistance, and curriculum development efforts. Katie has also trained thousands of service providers, primarily focusing on trauma-informed care, homelessness, child development, and organizational well-being. Prior to joining the Center for Social Innovation, she spent seven years at the National Center on Family Homelessness, where she worked in the post-Katrina Gulf; developed the PEACH, a physical and emotional awareness program for children; and was integral in crafting the 2009 America's Youngest Outcasts: State Report Card on Child Homelessness.

The tapas in the bundle include:

  • What makes for a good customer service interaction? (10 mins)
  • Challenges to providing excellent customer service (10 mins)
  • Overcoming the challenges of burnout and vicarious trauma (9mins)
  • Working as a team (7 mins)
  • How do you put it all together (3 mins)

Bundle facts:

  • Estimate length: 39 minutes
  • Subject: Customer service
  • Course type: Self-paced, short video tutorials
  • Covered topics: Customer service, client interactions, trauma, team work, team building, vicarious trauma, burnout, supportive supervision, recovery-oriented supervision

Curriculum

  • What makes for a good customer service interaction?
  • Challenges to providing excellent customer service
  • Overcoming the challenges of burnout and vicarious trauma
  • Working as a team
  • How do you put it all together?
  • Team Strengths Activity
  • Understanding Customer Goals
  • Evaluation