Understand Yourself and Others **
Have you ever wondered why your co-worker drives you nuts? Have you ever wondered how you could improve your working relationships with co-workers or customers whose work style and philosophy are so different from your own? In today's work environment, it is important to understand customers and co-workers, and to build relationships.
This core course helps you learn about your listening style and work behavioral style. You will develop an appreciation of others' work styles, determine what style a co-worker or customer has and learn to work with that type of person more effectively. This will help you anticipate and minimize potential conflicts with others who have different styles. You’ll leave with specific ideas on how to flex your style and improve your customer and co-worker relationships.
• Describe poor listening habits and how to avoid them.
• Demonstrate how to use listening to defuse tense situations.
• Examine ways to recognize customers’ styles.
• Demonstrate how to flex your style to the customer’s needs.
Customers from $%#@ **
Upset customers are a fact of life. The customer and you cannot solve problems when the situation has become emotionally charged. You are often not even the reason the customer is put out, but you are left to deal with the problem and calm the situation. Learn proven techniques to handle tension effectively, help calm your customer and problem solve acceptable solutions.
• Identify the attitude that will best serve you as a customer service rep.
• Demonstrate empathy when faced with irate customers.
• Demonstrate how to rephrase and paraphrase.
• Show how to properly handle insults.
• Demonstrate how to calm customers.
• Develop problem solving strategies for a win-win outcome.
Serving Diverse Customers **
U.S. and world demographics are changing constantly. Front-line employees now work with people who are diverse in many ways, including gender, race, ethnicity, educational background, socioeconomic status and more. Language barriers may exist, and customs vary, but everyone wants to be treated with respect.
Learn how diversity is impacting the customer base and learn specific behaviors that show respect and improve customer service with people of differing backgrounds. Leave with specific skills for providing customer service that meet the needs of a diverse customer base.
• Discuss how differences impact the work place.
• Develop skills for “playing well with others.”
• Recognize the invisible rules we have in respect to communication and working relationships.
• Demonstrate an understanding of the impacts of diversity.
Unbeatable Customer Service **
Public image is important to all organizations, but its impact is heightened for those who work in local government. This program lays the foundation for providing enthusiastic customer service.
Customer service is what sets one organization apart from another and is crucial to the success of every organization. Participants share ideas, experiences and techniques for more effective interactions with internal and external customers.
You’ll learn many proven techniques that will win over your customers and provide a great experience! Whether you provide service face to face, via the phone or email, you will learn to provide award-winning customer service. Leave with specific tips that you can immediately apply to increase customer satisfaction and leave confident in your ability to deliver unbeatable service that wins customers over.
• Discuss the 10 Customer Service Commandments.
• Demonstrate stellar customer service and the WOW! factor.
• Assess your current customer service skills, strengths and weaknesses.
• Outline a plan for your development as a stellar customer service representative.
Fantastic Fixers **
Mistakes happen in every organization, but how the organization recovers from the mistake is the difference between sinking and swimming — it is crucial to ongoing customer satisfaction and retention. A "life-saver" can solve the problem and actually increase customer loyalty. Research shows customer loyalty can increase significantly when successful recovery occurs. But an organization can't correct mistakes if the front line employees don't correct theirs.
Learn to identify what customers want and expect when a service breakdown occurs, use the five steps of service recovery as needed per situation, work with the customer to develop a plan of service recovery, identify opportunities to add value to the service recovery process, and complete the service recovery cycle to win over the customer in the process. Leave feeling confident in your ability to be a lifesaver and to problem solve with your customers for excellent service recovery.
• Identify what customers want and expect when a service breakdown occurs.
• Discuss the steps used to work with a customer in developing a plan of service recovery.
• Show how to successfully complete the service recovery cycle.
Stress Survival Skills ‡
Change is a constant. Uncertainty is the byword. Work is becoming more and more challenging, and work-life balance seems impossible to achieve. All of this can add to your level of stress. In this class, you’ll learn some great tips on surviving and thriving in a stressful world!
• Discuss why managing stress is important.
• Identify ways to lessen the negative effects of stress.
• Identify energy-increasing activities to reduce our stress.
• Show how humor can decrease stress.
Serving Internal Customers ‡
Poor internal customer service directly and negatively impacts customer service overall. This course teaches a process for improving customer focus and developing streamlined processes to increase service quality. Participants will leave this course with a specific plan for improving internal customer service at their organizations.
Many organizations are paying more attention to internal customer service than ever before. The reason is that external customer service breakdowns are frequently caused by internal customer service breakdowns. This makes the need to serve internal customers equally important to directly serving the external customer. As you know, every interaction gives the customer a message about you, your department and the organization you work for.
• Determine who your internal customers are.
• Discuss how to develop solid working relationships with your internal customers.
• Describe how to make your internal customers have a great day.
Resolve Conflicts with C.L.A.S.S. ‡
Great companies allow for spirited disagreements without damaging relationships. They use conflict constructively to help them move ahead, improve processes and simplify systems. This course will show how to put issues on the table in a non-threatening manner and discuss the issues without getting personal. We discuss the concepts of win-win and how to improve the chance of achieving true collaboration. Leave feeling confident in your ability to work for collaborative win-win resolutions to your conflicts.
• Learn to say "no" the right way.
• Learn to how to keep emotions under control.
• Demonstrate how to set a problem solving tone.
Time Mastery ‡
Who wouldn't want more time? We all struggle with the demands of work and impending deadlines. We need to make the most of what we have available. This program deals with the basics of time management. We explore how our attitude affects time management and how to plan and organize ourselves for increased efficiency. Leave with specific tips for improving time management of everything from paper flow to filing to project management and more.
• Demonstrate the ability to assess one’s own time management style.
• Show how to set goals and establish priorities.
• Discuss how to organize space, control interruptions and organize paperwork.
• Describe SMART goals and how to use them.
• Demonstrate good meeting management skills.
Personal Accountability ‡
Today’s office environment is missing something: Personal Accountability. Accepting responsibility and stepping up to the plate with positive energy can improve our work and personal lives. Learn to accept responsibility through your actions and be solution-focused. Improve your team player skills and learn how to give, receive and solicit feedback for self-improvement. Leave with specific ideas on how to become your team’s MVP with a “can-do” attitude.
Define and give examples of personal accountability.
List barriers to personal accountability.
Demonstrate how to be accountable and show the steps you take towards accountability.
Show how to solicit feedback for self-improvement.
Show how to provide feedback to others successfully.
Assertiveness & Self Confidence ‡
Self-confidence and assertiveness are two skills that are crucial for success in life. The Assertiveness & Self-Confidence workshop will help you understand the meaning of assertiveness and self-confidence, and how to develop and nurture those feelings in your day-to-day life. These skills will positively affect many aspects of your life and experience.
• Define assertiveness and self-confidence, and list the four styles of communication.
• Describe the types of negative thinking, and how one can overcome negative thoughts.
• Explain the difference between listening and hearing.
• Define the importance of goal setting, and practice setting SMART goals for assertive behavior.
• Utilize methodologies for understanding your worth -- and the use of positive self-talk.
• List reasons why a pleasing appearance and body language are critical for creating a strong first impression.
• Practice sending positive communications phrased as “I-Messages.”
• Practice strategies for gaining positive outcomes in difficult interpersonal situations.
Workplace Boundaries ‡
This course explores issues concerning respectful boundaries in today’s work world. You’ll learn to recognize appropriate and inappropriate behavior and discuss issues of physical contact and personal relationships in the workplace. This class will enable you to enhance work relationships and avoid offending others.
• Verbalize how gender differences impact the work place.
• Recognize the invisible rules each gender has in respect to communication and working relationships.
• Increase your success in communicating effectively with members of the opposite gender.
** Required class for Customer Service Certificate Program
‡ Elective class for Customer Service Certificate Program