Customer Service Professional Training

Non-member Price: $600.00

Member Price: 400.00
Enter the "Member Code" at checkout to apply the discount.

 

Customer Service Professional Training

Part 1 – Emotional Intelligence

  • What is emotional intelligence?
  • How does it pertain to me and/or others?
  • How will being emotionally intelligent helps with interactions
  • Learn 3 basic strategies for handling stress with emotional intelligence

Part 2 – Rules of Engagement and Control Strategies

  • Body Language fro customer service (including tips to improve body language)
  •  Interactions
    • Beginning – Crating Rapport & Acknowledgement
    • Middle – Fact Finding
    • End – Closing
  • Rules of Engagement
  • Strategies to Maintain Control

Part 3 – Handling Difficult Customers

  • Tactics to handle difficult customers/situations
    • Psychology of Anger
    • Encouraging calm – Empathy vs Sympathy
    • Never meet force with force
    • Solve the Problem
    • Decisive movements
    • Guide the customer
    • Don’t seek to win

Part 4 – Time Management

  • Investment vs waste
  • Time management self-assessment
  • Setting priorities
    • Importance vs urgency
    • Beyond setting priorities
  • Strategies to overcoming barriers to managing tasks
  • Best practices and personal commitment

Overall the areas of focus:

  • Self- Audit
  • Creating a connection/rapport
  • Creating excellent first and lasting impressions
  • Effective use of words, tone and voice
  • Listening, understanding, acknowledging and taking ownership of the interaction
  • How to ask questions
  • Documentation
  • Communication Styles
  • There will be breakout/exercise sessions that occur
  • Managing the interaction to resolution
    • Understanding/meeting diverse/difficult customer needs
  • Solve the problem
  • Guiding the customer
  • Effectively addressing different emotional states
  • Negotiation skills

 

To Register, contact:
Barry Miller, MPIA
(204) 272-5022
bmiller@mpia.ca

Date: November 30, 2017 - December 01, 2017

More Info: Download PDF

Contact: Barry for the Member Code.