Frontline Customer Service, presented by the Southwestern Vermont Chamber, will provide your frontline staff with a strong skill set of professional customer service behaviors to improve the customer experience at your establishment. This includes in-person and over the phone techniques, dealing with difficult customers, and understanding the various customers that you encounter. This training is focused on the alignment of customer service skills designed to generate customer loyalty and return business.
By successfully completing this training, participants will be able to:
• Define customer service
• Define service recovery and when to apply it
• Define the roles of appearance and impressions in customer facing jobs
• Understand the importance of knowing your customers’ expectations
• Summarize techniques to effectively communicate with customers
This educational program is sponsored by Heritage Family Credit Union
Kelly Holland, MHA, CPXP is currently the Manager of Patient and Family Experience at the University of Vermont Medical Center. Kelly has an extensive background working in Learning & Development, responsible for the development, coordination, administration and implementation of programs and services designed to assist leaders and staff with professional development. Kelly has served as the outreach liaison for all affiliate hospitals in the UVM Health Network specific to educational opportunities. Kelly has worked with Vermont Technical College as a contracted facilitator for several years working with various industries to include healthcare and manufacturing specializing in leadership development and service excellence. Kelly spent time in the military early in her career working in communications and has extensive experience in healthcare settings as a Director of Organizational Education and Effectiveness, Learning and Development Strategist, Patient Advocacy and Quality Improvement Consultant.
Kelly holds a Bachelor of Arts, with a concentration in Business, and a Master of Healthcare Administration. She is a Certified Instructor for Crucial Conversations, Insights Discovery®, Developmental Dimensions International as well as a Certified Master Trainer for Healthier Living Workshops. She is also a Certified Patient Experience Professional.