Summary: | The purpose of this course is to instruct District Permit Managers and other PennDOT employees involved in the HOP application process on how to interact with business partners before, during, and after the HOP application process. The course covers understanding what business partners want, using effective communication skills, establishing and managing business partners’ expectations, maintaining internal service coordination, and managing service recovery.
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Learning Outcomes: | At the conclusion of this workshop, participants will be able to:
• Define customer service as it relates to PennDOT Permit Managers.
• Describe three essential elements of customer satisfaction.
• Establish expectations and priorities with the customer.
• Manage the customer experience through effective communication and positive language.
• Create a work environment that supports customer service excellence.
• Resolve customer service issues.
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Teaching Method: | Lecture and group discussions and activities
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Target Audience: | District Permit Managers, Assistant Permit Managers, District Traffic Engineers, and other PennDOT employees involved in the HOP application process
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Final Exam: | No |
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