Training Notes What you need to say/do

Summary and Conclusions

In this module we have:

• 
  Identified Child Support Enforcement customers.
  
• 
  Defined effective customer service within the Child Support Enforcement community.
  
• 
  Identified the most common barriers to providing high-quality customer service.
  
• 
  Defined “self-talk” and provided both positive and negative examples.
  
• 
  Identified the benefits of delivering effective customer service.
  

1. 
   Preview some of the topics to be covered in Module 3: Communication Skills.
   
2. 
   Ask if there are any final questions.
   
3. 
   Allow a few minutes for participants to look at Handout 1-1, the Customer Service Training Evaluation Form and evaluate Module 2 at this time (or remind them to do so at the end of the course).
   

1. 
   Throughout this module, or at the end, the trainer should go to the flipchart and check off any sticky notes that have been addressed.
   

11. Preview of Module 3

• 
  Identify the difference between listening and hearing
  
• 
  Define effective listening
  
• 
  Identify barriers to effective listening