Character Driven Customer Service

Character Driven Customer Service

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12-06-17 1:00 PM - 5:00 PM
Central Illinois Police Training Center
Address: 5407 N University St, Poplar 100, Peoria, IL 61614


Michael J. Oyer, Director
Illinois Central College-North Campus-Poplar Hall
Office P100
Classroom P101
5407 N. University Street P100
Peoria, IL 61635-0001
Phone: (309) 690-7350
Fax: (309) 690-7359
Jean Swan:
Heather Grove:

Character Driven Customer Service

Instructor: Jan Mirikitani,
Mirikitani & Associates

December 6, 2017
1pm – 5pm

Class will meet in Arbor A-111
Enrollment Deadline: November 28, 2017
Course Size: Minimum -15, Maximum – 64
Course Objective

Telecommunicators and Officers will be able to define customer service from the public’s perspective and the Department’s perspective, the impact of three levels of reciprocity, the impact of ethics and competency, and the tool box of customer
service skill-sets.

Course Content

Participants will be able to discuss and do application exercises:
1. How the public defines customer service
2. The Department’s expectations for employee customer service
3. The Telecommunicators understanding of reciprocity and self-management
4. The impact of ethics and competency
5. The tool-box break-down of customer service competencies

Instructor Biography

Jan Mirikitani (Mirikitani & Associates) Jan teaches leadership principles for organizational communication competency with true realistic application. She has worked with federal, state, county and municipal governments (primarily law enforcement) as well as corporations and school districts. Jan has been a continuing education trainer for the St. Louis County & Municipal Police Academy for nearly 30 years. She is considered a friend to law enforcement officers is every jurisdiction in which she had delivered training.

Course Certification Information
MTU 7 request for certification of this course has been  approved by the Illinois Law Enforcement Training and Standards Board Mobile In-Service Training Team #7 Illinois Law Enforcement Training and Standards Board

Meets mandatory guidelines set for the following: Cultural Competency and Procedural Justice