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Management Development

Customer Service is Everyone's Business

Date: Course schedule to be announced
Course Length:
1/2 Day (4 hours)
Course Fee: $175.00

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In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. Good customer service skills help you to communicate professionally, gain respect, enhance customer relationships and secure an overall competitive advantage, all of which will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate.

This half-day workshop will provide essential and practical communications skills that will help make every client connection a positive one—a skill that’s especially crucial in today's developing workforce trends.

Agenda

  • Customer satisfaction is based on perceptions
  • Focusing on customers’ top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Creating a focused and results-oriented conversation goal
  • Achieving clarity by organizing your ideas and remaining focused
  • Redirecting conversations that have gone off-track
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviors

Who Should Attend: 

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists, small business owners—as well as managers who want customer service training in order to reinforce their skills and train staff.  Any customer facing employee will find insightful information at this workshop.

Instructor:

Audrey Halpern has had an exemplary career as a professional corporate trainer and facilitator. She has developed employee training programs for Fortune 500 companies for the past 20 years.  As President of Koulutus Employee Training, Audrey addresses eager employee audiences on the essentials of the skills needed for unlocking the paths to their success, whatever that looks like. She helps employees achieve their goals through the use of highly interactive and engaging, participant-centered methods in order to maximize outcomes. Her engaging and highly interactive delivery of training is sprinkled with impactful and meaningful activities.