First-Line Supervisor Management: Quality of Service

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Gain ability to ensure organizational goals and customer expectations are met.





First-Line Supervisors serve the critical role of gauging the quality of services provided to visitors, users, and/or citizens. This role requires the ability to ensure organizational goals and customer expectations are met. A successful and dynamic service process: (1) integrates an organization’s daily operations; (2) ensures long lasting and beneficial relationships with both internal and external clients without compromising employees’ support and assurance; and (3) builds credibility for the agency. Each organization must develop a tailored quality of service process in order to ensure consistency and positive experiences with their clients. This course will provide the necessary knowledge and tools to achieve quality service and expand your skills as a First-Line Supervisor.

Course Schedule

This course is self-paced allowing you flexibility in the time needed to complete the course. You decide the order and progression you’d like to take, allowing you to revisit and review sections in greater depth as needed.

Elements of the course:

  • Informational text
  • Learn more opportunities
  • Real-life examples
  • Informal assessment quizzes
  • Final assessment
  • Following the course, you will complete an assessment which requires you to demonstrate your understanding of key course concepts. Upon successful completion of the assessment you will be awarded an electronic certificate of completion.

    Course Chapters:

    • Identifying Park and Recreation Customer Needs
    • Responding to Park and Recreation Customer Needs
    • Addressing Park and Recreation Problems
    • Ensuring Quality of Service

    Course Objectives

    After completing this course, learners should be able to:

    • Assess the needs of internal and external customers through various information and data sources;
    • Respond appropriately to customer needs using a wide variety of program approaches, including directing staff appropriately, facilitating partnerships, adding new services, and enhancing existing programs;
    • Recognize common park and recreation program or facility service problems in order to ensure the agency’s staff provide excellent quality of service and links to existing programs; and
    • Ensure staff and volunteers understand and can implement quality service to customers, in order to meet organizational goals.

    Recommended Background

    This course is intended for park and recreation agency employees, but may be applicable to those in similar fields. There are no required prerequisites to take this course.


    Aside from an internet connection, what resources will I need for the course?

    No additional resources are required for this course.

    Will I get a certificate after completing the course?

    Yes! All courses include a final assessment to evaluate your understanding of key course concepts. A certificate of completion will be offered to you if you complete the assessment with a score of 80% or higher.

    Why should I take this course?

    Each Eppley e-course is designed collaboratively among experienced instructional designers, subject matter experts, and our partner organizations and institutions. The course curriculum includes current information and best practices in the field, and it is recognized by national leaders in parks, recreation, and land management. Not only will this course benefit your career by expanding your knowledge base, but it will also enhance your application and problem-solving skills.

    For more frequently asked questions, please visit our Help Center.


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