NEO series FAQ Please 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.

Delivering Quality Service to the Customer and Employer
(Online Computer Mediated Distance Learning Course conducted by PIA's learning partner, MERG)

Suggested weekly 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.

To 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 discussion groups.
• Complete brief weekly quizzes.
• Successfully complete the final exam.

• A Windows PC or Macintosh computer
• Internet access

Curriculum includes:

Orientation (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 Customers
Week 5: Overview of E&O Prevention
Week 6: Agency’s Standard Operating Procedures

Cancellation Policy:
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.

Registration:
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.