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Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are?


 
Course Outline
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for?

This two day workshop will help you in all of these areas, and more!

How You Will Benefit:
  • Recognize that service delivery is an individual response value.
  • Understand how your own behavior impacts the behavior of others.
  •  Develop more confidence and skill as a problem-solver.
  •  Communicate more assertively and effectively.
  •  Learn some ways to make customer service a team approach.

What You Will Cover:

  • Who Are Your Customers?
  • Understanding and Meeting Expectations
  • Your Self-Image
  • Meeting Expectations
  • Setting Standards
  • SMART Goals
  • Telephone Techniques
  • Communication Skills
  • The Talkative Caller
  • Dealing With Difficult People
  • Steps To Problem-Solving
  • Resolving Conflict
  • Service PRIDE
  • Acting Assertively
  • Managing Stress

What’s Included?

  • Instruction by an expert facilitator
  • Small interactive classes
  • Specialized manual and course materials
  • Personalized certificate of completion

 **Everyone attending the workshop will take an in-depth Customer Service Skills assessment that will identify strengths and weaknesses and also let you know how your views on Customer service compare to industry standards. Worth the price of admission alone!




Prerequisites & Certificates
Pre-Requisites

None

Certificates offered

• Specialized manual and course materials • Personalized certificate of completion • Customer Service Skills assessment


Cancellation Policy
Cancellations within 5 business days are typically not refundable, however exceptions may be made on a case by case basis.
Map & Reviews
Empower Performance Group
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This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

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