Training Topics

Telephone Etiquette

Winning with Service Excellence – Customer Care

Dealing with a Difficult or Angry Customer

Quantum Leap to Effective Communication

Maximize the Leader

Within – Leadership

Tradeshow Success

Resolving Conflict

Providing Positive and Constructive Feedback

Stress Management
Certified Facilitator ColourSpectrums

Certified Facilitator AchieveGlobal

Seasonal Instructor University of Regina
Topics can be customized for any group

Half Day or Full Day Session

Training Seminars:

Whether your looking to enhance your customer service skills or improve the way you communicate, you can benefit from taking one or all of the sessions listed below.
 

 

 

Winning with Service Excellence

Customer Care 101

A company that offers great customer service gains the competitive edge. The truth is that most customer’s base their final purchasing decision on service and the like factor — not product quality.

* Effects of negative customer service
* What every customer wants and expects
* Effectively communicating with your customer
* Building rapport – the Human / Business element
* Going the extra mile – above & beyond expectation

Quantum Leap to Effective Communication

Studies reveal 85% of people’s success in work and business is founded on two major factors; communication & attitude.

* Barriers to effective communication
* Key listening skills to diminish conflict
* Qualities & benefits of assertive communication
* Words and phrases, mixed with the right attitude, that get results
* Communicate with clarity & confidence

It’s Not the Issue, lt’s How You Handle It

Dealing with a Difficult or Angry Customer

The role of a customer service representative has many rewards both professionally and personally. However, at times you will be challenged with having to turn an unhappy customer into a satisfied customer. How you handle the situation is imperative to building and maintaining their loyalty to your company.

* Listen – Listen – Listen
* Defusing techniques that work
* It’s Ok to say “NO”
* Keeping your power – staying unhooked!
* Resolving the issue in a professional manner and keeping the client, whether internal or external