EVENT DETAILS

IGFOA Customer Service Webinar
Friday, September 21, 2012
1:00 - 3:15 PM

Learn from your desktop - The program is delivered via a secure web site and audio conferencing service to your desktop. In order to participate you will need a computer with a Web browser to view the presentation and a phone to hear the presentation. Registrants will  receive e-mailed instructions with the secure password and conference call number within one week of the program date.  To ensure that you will receive the instructions from ReadyTalk, list "IGFOA Career Development Committee [meetings@meetings.readytalk.com]" as an approved or trusted sender in your email addresses and test the connection in advance of the  webinar. Earn about 2.5 CPE, review the "CPE Instructions: INTERNET BASED" for requirements.

Register for this event: Customer Service Webinar - Sept 21, 2012

Intended Audience:  Finance and other local government support staff
Delivery method: Internet Based
Program Level: Basic
Prerequisites: No prerequisites required
Advanced Preparation: No advanced preparation required

Earn about 2.5 CPE Credits  - credits will only be given to the individual registered for the webinar

Learning Objectives:
•How to deal with the stress of being in Customer Service

•How to de-escalate threatening behaviors

•Tools to help answer customer questions consistently and accurately

•How can a triage system help in your organization  

 Agenda

1:00 – 2:00 PM           
Providing Excellent Customer Service
Kathy Czyzewski, LCSW, EAP Account Executive - Cadence Health
This session will provide strategies and techniques to help deal with the stress that comes with providing quality customer service. Kathy has a Master of Social Work degree with a concentration in Occupational Social Work from the Jane Addams College of Social Work at the University of Illinois at Chicago.  She also has a Bachelor of Arts degree from Illinois Benedictine College with a major in Psychology and a minor in Philosophy. Kathy is a Licensed Clinical Social Worker (LCSW) with 17 years of experience working with individuals, couples and organizations.

2:00 – 2:45 PM           
Learning the Tricks of the Trade
Nancy Steen, PHR, IPMA-CP, Human Resource Mgr. /Deputy Clerk-Village of Round Lake Beach
The purpose of the seminar is to assist in learning the tricks of the trade when dealing with customers on a regular basis. Because our jobs lend to dealing with residents in negative situations it is helpful to gain support and knowledge in this area.

2:45 – 3:15 PM
Customer Service Triage
To Be Determined
Which problems can be handled by staff and which need to be bumped up to a higher level?  The presentation will also focus on helping staff understand why sometimes their decisions are overturned and not creating a morale issue when that happens.

Registration Fee: *The member fee applies to IGFOA public sector members and IGFOA associate members.  A one-for-one substitution of a public sector non-member (from the same government entity) for an active public sector member is allowed.  If your government entity has a current IGFOA member who is not participating in this training seminar, a public sector non-member (from the same government entity) may attend in his/her place at the member rate. Nonmembers (from the private sector) cannot substitute for associate members.  If you have questions about your membership, contact IGFOA at 630-942-6587 or info@igfoa.org.

   *IGFOA Member: $45.00 per individual
     Non-member:    $70.00 per individual

Registration and Cancellation Policy: The registration fee is for one individual and includes one web link and one toll free phone connection.  Registrations are accepted on a first-in, first registered basis. Payment must be mailed in advance. If you are unable to attend, please contact IGFOA at info@igfoa.org. A $10 cancellation fee will be charged for cancellations up to September 14, 2012. Cancellations after September 14, 2012 and no-shows are responsible for the full fee. Substitutions may be made with advanced notice. IGFOA reserves the right to modify the agenda and/or speakers, cancel the meeting due to low enrollment, or to close registration if full. By submitting this registration, the applicant agrees to the registration and cancellation policy above.

If you have questions in regards to this seminar, cancellations, concerns, or refunds; contact the IGFOA at 630-942-6587 or info@igfoa.org.

Illinois Government Finance Officers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org