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"A satisfied customer is the best business strategy of all."
Customer ServiceCourses
Professional Development Training has a specialised division of CustomerService experts that will tailor the delivery of any of the courses to be specific toyour situation and learning needs
Customer Service Courses
Active Listening Training Communication Skills TrainingCourse
Conflict Resolution Training
Customer Service Training Professional Telephone Skills Course Body Language Training
Managing Customer ServiceTraining
Tailored Customer Service Courses Result inHigh Impact Training Events
Professional Development Training has a specialised division of Customer Service experts thatwill tailor the delivery of any of the courses to be specific to your situation and learning needs. Our extensive curriculum in Customer Service, outstanding depth of trainers across the countryand diverse range of industry experience means that pd training is the best choice for CustomerService courses. pd training will exceed your expectations and help you achieve the results you are seeking.
Listening actively help in gaining better understanding, giving better responses, building rapport, and persuading others.It also assists you in making quick and correct decisions and judgments.The pdtraining Active Listening Training Course provides an understanding of the nuances of communication, steps toimprove active listening, and how to adapt yourself to different kinds of communications. An essential part of becoming agood communicator is to become a good listener.This engaging and vibrant training course is now available throughout the U.S., including Atlanta, Baltimore, Boston,Charlotte, Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia and Seattle.Please click on the Public Class tab below to view our Active Listening Training course schedule by city or click the ClientSite Training tab to receive a free quote for courses delivered at your preferred location.
Active Listening Training Outline
Foreword:Effective listening is actively absorbing the information shared with you by a speaker and showing that you are listeningand interested in the conversation. Active listening also helps you to provide appropriate feedback to the speaker so thats/he knows that the message was well received.This fun and interactive Active Listening Skills Training Program provides practical skills and knowledge that willtransform your personal and professional interactions, and lead to more rewarding and meaningful communications.
Outcomes:By the end of this training course, participants will:
Test your ability to actively listenIdentify the difference between ‘hearing’ and ‘listening’Determine active listening principlesIdentify your own communication behaviorsUnderstand how your emotions effect the ability to listen and communicateUnderstand the use of ‘minimal encouragers’Learn to paraphrase and restate for clarificationPractice active listening skillsManage an encouraging and productive brainstorming environment
Active Listening Training Course - Module 1Getting Started
Pre-Assignment ReviewWorkshop ObjectivesAction Plans
Active Listening Training Course - Module 2How Well Do You Actively Listen?
Group Activity
Active Listening Training Course - Module 3What Affects Listening?
What Affects Listening?Things That Prevent Us From ListeningListen – Really Listen – Using Minimal EncouragersWhy Use Minimal Encouragers?
Active Listening Training Course - Module 4Determine Your Communication Behaviors
The ProcessStep 1: Identify your C H O IStep 2: Begin Your Personal Communication Evolution(C E)Personality Types and Their Communication Tendencies
Active Listening Training Course - Module 5Verbal Communication Skills
Listening and Hearing; They Aren’t The Same ThingFocused ListeningAsking QuestionsOpen QuestionsClosed QuestionsClarifying QuestionsBody Language
Active Listening Training Course - Module 6High Emotion – Low Intelligence
How to Accurately Perceive EmotionsUse Emotions to Facilitate ThinkingManage Emotions
Active Listening Training Course - Module 7Tips and Tricks to Manage a BrianstormingEnvironment
Tips and Tricks
Active Listening Training Course - Module 8Wrapping Up
Words from the WiseAction Plans
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/active-listening-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=2
An effective communicator is one who considers the situation, the person being spoken to, the purpose of a conversationand the desired results to develop a conversation appropriately. Development of specific communication skills isessential to initiate, control and successfully complete a face-to-face discussion.The pdtraining Communication Skills Training Course provides understanding and skill building in various kinds ofcommunication, listening skills, overcoming cultural and communication barriers, assessing the requirements of the otherperson and situation, and more, to help create positive lasting impressions.This valuable and comprehensive training course is now available throughout the U.S., including Atlanta, Baltimore,Boston, Charlotte, Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, and Seattle.Please click on the Public Class tab below to view our Communication Skills course schedule by city or click the ClientSite Training tab to receive a free quote for courses delivered at your preferred location.
Communication Skills Training Course Outline
Foreword:Communication is a basic skill that affects all aspects of life. Our words, gestures, appearance, and body language all"speak" volumes as to our intent, state of mind, and attitude. Learning to recognize these conscious and unconsciouscues, as well as paying attention to others' signals, make us better communicators, leaders, partners, parents andfriends.This Effective Communications Training Course helps people to communicate effectively, appropriately and clearly in allsituations. This is a great course for everyone, as its benefits positivily impact every aspect of life. Learn to understandhow you communicate, how others communicate, and adjust your communication to meet their needs.
Outcomes:
By the end of this course, participants will:
Identify their Personality Type & communication preferences using our proprietary Profiling Tool CHOIceRecognize other people's Personality Types & communication preferencesMaster adjusting one's own communication approach based on needIdentify barriers to effective communication and how to overcome themEffectively utilize toneDevelop nonverbal & paraverbal communication skillsMaster the S.T.A.R. method for speaking on the spotUse body language appropriatelyListen actively & effectivelyGain insight into asking open questionsUse appreciative inquiry as a communication toolEstablish common ground with othersUse "I" messagesConverse confidently and network with others
Advanced Communication Training Course - Lesson 1Getting to know yourself - CHOIce
What is your personality type?What are your communication preferences?What are your communication tendencies?
Advanced Communication TrainingCourse - Lesson 7Speaking Like a S.T.A.R.
S = SituationT = TaskA = ActionR = ResultSummary
Advanced Communication Training Course - Lesson 2Understanding others - CHOIce
What other personality types are out there?What are their communication preferences?What are their communication tendencies?
Advanced Communication TrainingCourse - Lesson 8Active Listening Skills
Seven Ways to Listen Better TodayUnderstanding Active ListeningSending Good Signals to Others
Advanced Communication Training Course - Lesson 3Making allowance for others CHOIce and circumstance
Consider your approach:What is the receiver's CHOIce?What type of message are you delivering?Is sensitivity, personal touch, speed, evidence, privacy or publicacknowledgement most important?
Develop strategies for future application
Advanced Communication TrainingCourse - Lesson 9Asking Good Questions
Open QuestionsClosed QuestionsProbing Questions
Advanced Communication Training Course - Lesson 4Understanding Communication Barriers
An Overview of Common BarriersLanguage BarriersCultural BarriersDifferences in Time and Place
Advanced Communication TrainingCourse - Lesson 10Appreciative Inquiry
The Purpose of AIThe Four StagesExamples and Case Studies
Advanced Communication Training Course - Lesson 5Paraverbal Communication Skills
The Power of PitchThe Truth about ToneThe Strength of Speed
Advanced Communication TrainingCourse - Lesson 11Mastering the Art of Conversation
Level One: Discussing GeneralTopicsLevel Two: Sharing Ideas andPerspectivesLevel Three: Sharing PersonalExperiencesOur Top Networking Tips
Advanced Communication Training Course - Lesson 6Non-Verbal Communication
Understanding the Mehrabian StudyAll About Body LanguageInterpreting Gestures
Advanced Communication TrainingCourse - Lesson 12Conversational Psychology
Understanding Precipitating FactorsEstablishing Common GroundUsing “I” Messages
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/communication-skills-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=9
It is natural for conflicts to occur between individuals, but they must be addressed and resolved immediately to avoid on-going damage. Many conflicts can simply be avoided by identifying their root causes and eliminating them.The pdtraining Conflict Resolution Training Course allows organizations to drastically minimize conflicts and the damagethey cause by providing training in the various methods of conflict resolution. For the full utilization of an organization'sworkforce, it is essential to build and maintain a positive, congenial and cooperative work environment.This practical and fun training course is now available across the U.S., including, Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, and Seattle.Please click on the Public Class tab below to view our Conflict Resolution course schedule by city or click the In-HouseTraining tab to receive a free quote for courses delivered at your preferred location.
Conflict Resolution Training Outline
Foreword:Each of us learned early in life how to handle conflict. For some of us that means knowing how to effectivelycommunicate our desires and our needs in order to better understand the problem and how it relates to others. For someof us, it may be that we learned to handle conflict by being aggressive and not compromising, which makes it difficult toreach a solution.Communicating creatively can start from where you stand. It may be within family, community, government or theinternational arena. This Conflict Resolution Training course offers conflict resolution skills and techniques to buildstronger organizations and more rewarding relationships.
Outcomes:
After completing this course, participants will be able to:Recognize the root cause of a conflictIdentify various types of conflictsEvaluate the benefits of a resolutionPlan a resolution according to the situation and the people involvedApply the six phases of conflict resolution processUse the five main styles of conflict resolutionNeutralize emotionsBuild understanding and cooperationCreate a favorable atmosphere for resolving a conflictApply the conflict resolution process to all types of conflictBreak down a conflict resolution process and use it in partsDevelop communication tools such as agreement frames and open questionsUse anger and stress management techniquesBuild consensus through understandingAvoid similar conflicts in future by removing the root causeFollow-up to ensure the resolution is effective
Conflict Resolution Training Course - Lesson 1An Introduction to Conflict Resolution
What is Conflict?What is Conflict Resolution?Understanding the Conflict Resolution Process
Conflict Resolution Training Course - Lesson 6Getting to the Root Cause
Examining Root CauseCreating a Cause and Effect DiagramThe Importance of ForgivenessIdentifying the Benefits of Resolution
Conflict Resolution Training Course - Lesson 2Conflict Resolution with the Thomas-KilmannInstrument
CollaboratingCompetingCompromisingAccommodatingAvoiding
Conflict Resolution Training Course - Lesson 7Generating Options
Generate, don't EvaluateCreating Mutual Gain Options and Multiple OptionSolutionsDigging Deeper into your Options
Conflict Resolution Training Course - Lesson 3Creating an Effective Atmosphere
Neutralizing EmotionsSetting Ground RulesChoosing the Time and Place
Conflict Resolution Training Course - Lesson 8Building a Solution
Creating CriteriaCreating a ShortlistChoosing a SolutionBuilding a Plan
Conflict Resolution Training Course - Lesson 4Creating Mutual Understanding
What do I Want?What do They Want?What do We Want?
Conflict Resolution Training Course - Lesson 9The Short Version of the Process
Evaluating the SituationChoosing your StepsCreating an Action PlanUsing Individual Process Steps
Conflict Resolution Training Course - Lesson 5Focusing on Individual Needs
Finding Common GroundBuilding Positive Energy and GoodwillStrengthening your Partnership
Conflict Resolution Training Course - Lesson 10Additional Tools
Stress and Anger Management TechniquesThe Agreement FrameAsking Open Questions
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/conflict-resolution-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=10
Do you impress your customers every time you interact with them?You must go beyond simply delivering your product/service to develop strong relationships with your customers. To growyour market share, your service must stand out. You need to proactively anticipate your customers’ needs and exceedtheir expectations every time.The pdtraining Customer Service course is fun and effective, designed to improve the way you approach service.Courses are available now across the U.S., including Atlanta, Baltimore, Boston, Charlotte, Chicago, Dallas, LosAngeles, Manhattan, Miami, Orlando, Philadelphia, and Seattle.Please click on the Public Class tab below to view our Customer Service course schedule by city or click the In-HouseTraining tab to receive a free quote for courses delivered at your preferred location.
Customer Service Training Outline
Foreword:To achieve customer satisfaction, you need to go beyond good customer service and exceed your customers’expectations with exceptional service. To achieve this, it is important to ask yourself some questions:
Do you or your staff have the right skill sets to deliver exceptional customer service?How many times to you get great feedback, compared to average or negative feedback?Are your competitors taking business or margin because they have better service?How do you improve your customer service skills and approaches?Do you strive to continuously improve your customer service?Do you listen effectively to uncover the customer’s true needs?Are internal customers understood and prioritized?
This Customer Service Training Course is for professionals who want to make a significant contribution to theirorganizations' image or bottom line, and make their own lives easier by consistently providing exceptional customerservice.
Outcomes:
By the end of this course, participants will be able to:
Explain what customer service means in relation to internal & external customersRecognize how one's attitude affects service standardsMaster ways to develop & maintain a positive, customer focused, attitudeDevelop needs analysis techniques to better address customer needsApply outstanding customer service techniques to generate return businessPractice techniques for developing good will through in-person customer serviceFormulate take away techniques for service excellence over the phoneGain insight to connecting with customers onlineMaster techniques for dealing with difficult customersAcquire tools for recovering difficult customersUnderstand when to escalate
Customer Service Training Course - Lesson 1Who we are and What we do
Who are customers (internal/external)What is customer Service?Who are customer Service Providers?
Customer Service Training Course - Lesson 6Giving Customer Service over the Phone
The advantages and disadvantages of telephonecommunicationTelephone etiquetteTips and tricks
Customer Service Training Course - Lesson 2Establishing your Attitude
Appearance counts! (even if not in person)The power of the smileStaying energizedStaying positive
Customer Service Training Course - Lesson 7Providing Electronic Customer Service
The advantages and disadvantages of electroniccommunicationUnderstanding netiquetteTips and tricksExamples: chat or e-mail
Customer Service Training Course - Lesson 3Identifying and Addressing their Needs
Understanding the customer's problemStaying outside the box (not jumping to conclusions)Meeting basic needsGoing the extra mile
Customer Service Training Course - Lesson 8Recovering Difficult Customers
De-Escalating angerEstablishing common groundSetting your limitsManaging your own emotions
Customer Service Training Course - Lesson 4Generating Return Business
Following upAddressing complaintsTurning difficult customers around
Customer Service Training Course - Lesson 9Understanding when to Escalate
Dealing with vulgarityCoping with insultsDealing with legal and physical threats
Customer Service Training Course - Lesson 5In-Person Customer Service
Dealing with at-your-desk requestsThe advantages and disadvantages of in-personcommunicationUsing body language to your advantage
Customer Service Training Course - Lesson 10Ten Things you can do to WOW every time!
We'll share our tips!
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/customer-service-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=12
Handling various types of clients over the phone can be difficult. It requires knowledge and practice in how to speak,what to say, and when to speak. The person representing an organization over the phone must have the knowledge,attitude and communication skills to fulfill the request of clients.The pdtraining Professional Telephone Skills Course provides important knowledge, development skills and practice tohelp professionals master communications over the phone.This highly valuable and comprehensive training course is now available throughout the U.S., including Atlanta,Baltimore, Boston, Charlotte, Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia and Seattle.Please click on the Public Class tab below to view our Professional Telephone Skills Training course schedule by city orclick the Client Site Training tab to receive a free quote for courses delivered at your preferred location.
Professional Telephone Skills Course Outline
Foreword:This Telephone Skills Training course will provide your staff with the awareness and skills that they require to handlephone calls professionally. It will ensure that the positive image of your organization is reinforced and strengthened withevery communication with customers.In today's business environment, telephone etiquette displayed in organizations is indicative of its willingness and abilityto efficiently assist customers, both internal and external. The skills and the attitude projected over the telephone form alasting impression in the minds of an organization's customer, making it a critical customer 'touch point'.Nowadays, virtual teams are the norm rather than the exception, and one of their primary channels of communication isthe telephone. Hence, it is imperative for employees to have a good understanding of business telephone etiquette inorder to aid efficient information exchange.This Professional Telephone Skills Training Program aims at helping employees to create a lasting impression in theircustomers' minds - one that shows the organization reflected in the best light possible. It focuses on developingtelephone etiquette and skills to deal with customers assertively with care and positivity.
Outcomes:
By the end of this course, participants will:
Learn how to provide effective client service over the phoneProject a professional image over the phoneMaster a professional, effective & reassuring telephone voiceGain client's trust using proven communication techniquesLearn to question effectively over the phoneMaster proven techniques to manage irate customers professionallyLearn tips for handling a busy receptionPhrase more effectively for positive and clearer communicationEstablish the right words for unambiguous, positive & productive communication
Professional Telephone Skills Training Course - Lesson 1Providing Effective Client Service
The ten commandments of good businessWhat makes an effective client communicator?Seven sins of serviceSkills and attributes of an effective client communicatorHigh emotion = low intelligence
Professional Telephone Skills Training Course - Lesson 6Irate Clients
Determine why your client is IrateLearn the challenges of irate clientsHave a H.E.A.R.T. to defuse an irate client
Professional Telephone Skills Training Course - Lesson 2Your Telephone Voice
Communication skillsFive qualities of a good telephone voiceVocal qualities checklist
Professional Telephone Skills Training Course - Lesson 7Reception Tips
Top Useful reception tips
Professional Telephone Skills Training Course - Lesson 3Gaining your Client's Trust
Create a great first impressionPut your customer at easeFinding a better phraseEnding a call politely and professionally
Professional Telephone Skills Training Course - Lesson 8Better Phrases
Improve your interaction with Inbound callsBetter your Outbound calls success
Professional Telephone Skills Training Course - Lesson 4Prepare Yourself
Professional handling of incoming callsTransferring callsTaking messages
Professional Telephone Skills Training Course - Lesson 9Action Plan
Create a Personal action planWhat I am going to implement immediately on-the-job
Professional Telephone Skills Training Course - Lesson 5Effective Questioning
Questioning techniques??? Questions ???Open and closed questionsQuestions to keep control of the callTelephone techniques
Professional Telephone Skills Training Course - Lesson 10Wrap up and course conclusion
Review the courseShare ideas and personal challengesQuestion and answer time
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/telephone-skills-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=21
A large part of our external communication is through body language. Understanding body language gives us the abilityto understand emotions, purposes and thoughts of others even when they are not apparent.The pdtraining Body Language Training Course teaches you to read facial expressions, gestures, posture, voicevariations, and movements. It also teaches you to control and use your body language to influence, convince, express,and impress others.This practical and comprehensive training course is now available throughout the U.S., including Atlanta, Baltimore,Boston, Charlotte, Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia and Seattle.Please click on the Public Class tab below to view our Body Language Training course schedule by city or click the ClientSite Training tab to receive a free quote for courses delivered at your preferred location.
Body Language Training Outline
Foreword:The ability to interpret body language is a skill that can enhance anyone’s career. Body language is a form ofcommunication, and it needs to be practiced like any other form of communication. Whether in sales or in management, itis essential to understand the body language of others and exactly what your own body is communicating to others.
Outcomes:
By the end of this training course, participants will:
Define body languageUnderstand the benefits & purpose of interpreting body languageLearn about translating gestures into wordsUnderstand the differences between open & closed body languageUnderstand common body language mistakes & how to avoid themGain insight into the differences in body language between gendersUnderstand the signals you're sending to othersLearn the role facial expressions play in body languageLearn how the proper body language in business can strengthen negotiating strategies
Body Language Training Course - Lesson 1Getting Started
The Parking LotWorkshop ObjectivesAction Plans & Evaluations
Body Language Training Course - Lesson 7Facial Expressions
Linked with EmotionMicro-ExpressionsFacial Action Coding System (FACS)Universal Facial Expressions
Body Language Training Course - Lesson 2Communicating with Body Language
Learning a New LanguageThe Power of Body LanguageMore than WordsActions Speak Louder than Words
Body Language Training Course - Lesson 8Body Language Business
Communicate with PowerCultural DifferencesBuilding TrustMirroring
Body Language Training Course - Lesson 3Reading Body Language
Head PositionTranslating Gestures into WordsOpen vs. Closed Body LanguageThe Eyes Have It
Body Language Training Course - Lesson 9Lying and Body Language
Watch Their HandsForced SmilesEye ContactChanges in Posture
Body Language Training Course - Lesson 4Body Language Mistakes
Poor PostureInvading Personal SpaceQuick MovementsFidgeting
Body Language Training Course - Lesson 10Improve Your Body Language
Be Aware of Your MovementsThe Power of ConfidencePosition and PosturePractice in a Mirror
Body Language Training Course - Lesson 5Gender Differences
Facial ExpressionsPersonal DistancesFemale Body LanguageMale Body Language
Body Language Training Course - Lesson 11Matching Your Words to Your Movements
Involuntary MovementsSay What You MeanAlways Be ConsistentActions Will Trump Words
Body Language Training Course - Lesson 6Nonverbal Communication
Common GesturesThe Signals You Send to OthersIt's Not What You Say, It's How You Say ItWhat Your Posture Says
Body Language Training Course - Lesson 12Wrapping Up
Words from the Wise
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/body-language-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=218
Customer service management leads to enhanced customer satisfaction, increase in sales, better retention of customers,and rise in word-of-mouth promotion. Managing customer service requires the use of many skills such as measuring andmanaging performance, problem solving, focus of customer service, and leadership qualities.Managing Customer Service Training Course provides knowledge and skill development in leading, modeling, focusing,managing and promoting the values that boosts customer service.This influential and fun training course is available across the U.S., including Atlanta, Baltimore, Boston, Charlotte,Chicago, Dallas, Los Angeles, Manhattan, Miami, Orlando, Philadelphia, and Seattle.
Managing Customer Service Training Outline
Foreword:During this training course, participants will develop knowledge and skills in understanding the role of a manager incustomer service, establishing links between business practices and customer service, discovering ways to engageemployees, understand customers’ needs, and more.Managing Customer Service Training Course is designed for easy and essential understanding and skill development sothat managers and supervisors develop the ability to enhance their job skills.
Outcomes:After completing this course, participants will have learned to:
Identify ways to establish links between excellence in customer service and your business practices and policies.Develop essential skills and practices in managing customer serviceUnderstand leadershipRecognize what employees are looking for to be truly engagedManage performanceRecognize who the customers are and what they are looking forUse onboarding and orientationDevelop strategies for creating engaged employees and satisfied customers in whatever business units you manage.Understand and use the six critical elements of customer serviceUse the five practices of leadership
Managing Customer Service Training Course - Lesson 1Getting Started
IcebreakerPre-Assignment ReviewWorkshop Objectives
Managing Customer Service Training Course - Lesson 3Understanding Leadership
About LeadershipUnderstanding Your Comfort ZoneManaging PerformanceServant LeadershipOnboarding and Orientation
Managing Customer Service Training Course - Lesson 2Six Critical Elements
Element One: A Customer Service FocusElement Two: Defined in Your OrganizationElement Three: Given Life by the EmployeesElement Four: Problem SolvingElement Five: Measure ItElement Six: Reinforce ItMeasurement in Practice
Managing Customer Service Training Course - Lesson 4Five Practices of Leadership
Challenging, Inspiring and EnablingModeling and HeartPractices in Practice
Web Links:
View this course online: http://professionaldevelopmenttraining.com/courses/managing-customer-service-training-in-atlanta-baltimore-boston-charlotte-chicago-los-angeles-new-york-miami-orlando-philadelphia-seattle-and-us-wide
In-house Training Instant Quote: https://bookings.professionaldevelopmenttraining.com/inhouseex1/quoterequestex1a.aspx
Public Classes - Enrol Now! https://bookings.professionaldevelopmenttraining.com/publicclassbooking.aspx?courseid=315