Title: "Caring Customer Service"
Course Description:
This interactive training class demonstrates approaches that can dramatically raise the customer service skills of participants. The approaches and principles apply to interaction with obvious customers, such as the public, as well as internal customers, such as co-workers and other departments or agencies. Participants will learn how to deal with upset and “difficult” customers both in person and on the telephone.
Course Objectives:
1. To learn effective methods for providing the public with outstanding and caring customer service.
2. To examine the difference between providing customer service in the public sector as opposed to the private sector.
3. To examine the impact of our ethics, values, and attitudes on our approach to customer service.
4. To learn how to verbally interact with customers in a friendly and effective manner.
5. To explore the impact of nonverbal communication on customer service and perceptions.
6. To learn how to deal with "upset" or "difficult" customers.
7. To examine the relationship between personal stress, effective stress management and "Caring Customer Service."
Target Audience:
Employees that interact with the public on a regular basis and those that need to improve their interaction with internal "customers" within their organization or department. Course can be customized as needed.
Time:
9:00 A.M. to 4:30 P.M.
Audiovisual Requirements: 1. Overhead projector & screen 2. Flipchart & markers 3. Television & VCR
