Bert Ogden Rio Grande Valley recently partnered with The University of Texas-Pan American to develop a customized training on phone etiquette and customer service for the large auto group's front-line employees to improve their ability to better serve their customers.
"Bert Ogden RGV owners Bob and Janet Vackar credit our organization's success to our customers and the employees who service our customers. To do that well, the organization must be deeply rooted in strong, comprehensive customer service skills, which necessitates that our front-line employees are trained on understanding how to serve our customers better," Del Barrio said. "Equally as important as the training we developed with Pan Am for our receptionists and staff who work by phone was the opportunity it provided to share with them how critical and valued their role is in our operations."
In their evaluation of the training, participants felt that the workshop was right on target said Jayshree Bhat, continuing education coordinator at UTPA. One Bert Ogden employee noted she can return to her job feeling more confident about understanding customers and their needs when they call, Bhat said.
"With UTPA's efforts to increase community engagement, the Office of Continuing Education is poised to be in the forefront of that effort. We were excited to work with Bert Ogden Rio Grande Valley to deliver this customized training with the help of our College of Business Administration faculty. We applaud them for taking this important step toward deepening their staff's understanding of customer service and proper phone etiquette. Customer service issues have a direct impact on the bottom line for companies. So, we are happy to serve our community where the greatest needs are," Bhat said.
Continuing Education at UTPA is a centralized office that extends the institution's academic resources to best meet the professional development needs in the community. With a mission to facilitate lifelong learning through high quality, non-credit education services, the office works closely with the University's academic departments to develop and administer various continuing education offerings.
Customized training can be requested through the Continuing Education website by visiting www.utpa.edu/ce or by calling the Office of Continuing Education at (956) 665-2071.