- Dealing with Difficult Customers
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.
- Great Teamwork and Internal Customer Service
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.
- Preventing and Fixing Customer Service Mistakes
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.
- Resolving Conflict in Customer Service
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.
- 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.
- Time Management
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.
- Unbeatable Customer Service
Excellent customer service is what sets one organization apart from another. This class lays the groundwork for providing stellar customer service. Participants share ideas, experiences and techniques for more effective interactions with internal and external customers.
- Understand Yourself and Others
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.
- Coaching and Motivation
The course lays the foundation for successful coaching and mentoring. The focus is on developing a “coaching mindset” and learning basic coaching skills in order help employees build the skills and experience needed to grow in their careers and meet the challenges of effective public service. Key content areas are: understanding what coaches do; recognizing coaching opportunities; using feedback as a coaching tool; and building a coaching plan.
- Describe key coaching roles and recognize coaching opportunities
- Explain different types of motivation
- Use feedback as a coaching tool
- Build a coaching plan
Participants will be prepared to recognize coaching opportunities and appropriately apply basic coaching skills.
- Effective Business Writing
In today’s business environment, the ability to write clearly and concisely is critical to individual and organizational success. Effective writing engages your audience, prompts action and delivers results.
In this session, you will learn practical approaches for streamlining your writing into concise, reader-focused content. You will also learn how to avoid common grammatical errors.
After attending this course, you will be able to:
- Avoid common grammatical errors
- Punctuate correctly Write clear and concise sentences
- Analyze the readability level of your message
- Target and adapt your writing to the audience
- Add the finishing touches to improve appearance and readability
- Going from Friend to Friendly
The transition from employee to supervisor is a delicate and complex one. You’ve worked together on projects, and maybe even became friends away from the job. Now you’re leading your peers and administering the projects, and the relationships between you and your peers change.
As a new supervisor, you’ll work with your staff to build rapport, create clear direction, build effective teams, focus on customer needs and practice sound business management.
- Identify the changes necessary to make the transition from individual contributor and trustworthy teammate to supervisor
- Describe the roles and responsibilities of a supervisor
- Identify strategies to develop good relationships with your employees, peers and manager
- Determine the critical priorities for yourself and your team
- Legal Aspects of Supervision
The main objective of this course is to provide basic guidelines for compliance with important federal employment laws. The goal is to become accurate and confident in all your decisions that affect employees and how they are protected under these laws. Recent changes with the Americans with Disabilities Act, the Family Medical Leave Act, and the Fair Labor Standards Act will be covered. The session is in an interactive workshop format and the target audience is new and experienced supervisors and managers.
- Managing Conflict
Self-awareness under conflict leads to greater self-control and is the first step in managing conflict effectively. In this program, participants will learn and practice a step-by-step model of dealing with conflict, which emphasizes a positive outcome for everyone involved. Because conflict is inevitable in some situations and avoidable in others, it is important to know the different strategies that can be applied in particular situations. We will discuss these strategies in depth to understand when each is or is not appropriate to use.
- Increase knowledge and understanding about yourself in conflict situations.
- Learn a step-by-step model of conflict management.
- Outline strategies in managing conflict in different situations with customers and with staff
- Personal Strengths and Leadership Styles
This session uses the self-assessment instrument, the Strength Deployment Inventory (SDI), to help you discover and re-confirm the strengths you use when things are going well and to realize how they change under conflict situations. You will also learn a conceptual framework to help you understand other people and what their strengths are. This increased understanding of what motivates people to act as they do will lead to more effective strategies in working with them.
- Appreciate your strengths and how you use them
- Appreciate the strengths of others and how they use them
- Increase awareness of how you work with others, what motivates you, and what kinds of working relationships you find satisfying
- Develop strategies on how your strengths can be used with others’ strengths to build effective teams