note that upon registration you will receive an e-mail message from MERG,
PIA’s education partner. This message will contain important information
regarding your course, including login information.
Quality Service to the Customer and Employer
Computer Mediated Distance Learning Course conducted by PIA's learning partner,
course time: 3 hours (on your own time)
Designed for new employees,
this online program focuses on developing relationships through active listening,
taking ownership of the customer's problem, speaking positively in negative
situations and helping confused or irate customers. Students will learn to clarify
expectations and confirm work plans, minimize E&O risk through proper documentation,
follow standard agency procedures consistently and explore the work flows within
the agency's system to create a "big picture" understanding of the
tasks involved.This program is an excellent follow-up to the New Employee Orientation
for Agency Personnel Online Course, but it can also be used as a stand-alone
program. It is designed for unlicensed employees with less than 12 months' experience
in the agency.
successfully complete the course, students must:
- Read the assigned textbook
chapter and complete the comprehension exercises for each concept.
- Complete weekly assignments,
including asking agency staff questions relevant to the topic at hand and
sharing information learned in discussion groups.
- Participate in frequent
- Complete brief weekly
- Successfully complete
the final exam.
- A Windows PC or Macintosh
- Internet access
(if first on-line course)
Week 1: What is Quality Customer Service?
Week 2: Professional Customer Communication
Week 3: Commitment to the Customer Relationship
Week 4: Exceeding Expectations of Internal
Week 5: Overview of E&O Prevention
Week 6: Agency’s Standard Operating
All registration fees must be received in advance. Cancellations received prior
to the start of the orientation period are fully refundable; those received
during the orientation period will be refunded 75 percent; and those received
during the first week of class will be refunded 5 percent. Thereafter, there
is no refund. Refunds will be issued when books and materials are returned.
If books and materials are used, the cost will be deducted from your refund.
Select a program and complete the online registration form. An email confirmation
will be sent within one working day with all necessary login information and
class materials sent soon thereafter.