In this course you will learn to:

Sync-up with customer to establish a caring and professional relationship
Target to determine what to focus on to help customer
Assist the customer to best meet his/her needs
Reaffirm assistance provided and confirm relationship

Course Length: Classroom - 4 hours
Online: 1½ to 2 hours

The objectives of this course are:

• Demonstrating professionalism on the job while building a proactive, problem-solving culture
• Using essential communication skills in dealings with customers
• Recognizing characteristics of human behavioral style and opportunities to adapt to their personal style
• Identifying and utilizing a structured process/model for conducting customer service transactions
• Master strategies for dealing appropriately with difficult customer situations

Course Length: Classroom - 8 hours, 12 hours, or 3 sessions at 4 hours each
Online: 1½ to 2 hours

The objectives of this course are:

• Demonstrating the calming and focusing techniques in a difficult customer service transaction
• Identifying at least four clues that indicate the existence of a difficult customer service situation.
• Giving two reasons why the use of calming and focusing skills are important in dealing with difficult customer situations.
• Describing the calming technique for dealing with upset customers
• Describing the focusing technique for dealing with upset customers

Course Length: Online: 1½ to 2 hours

The objectives of this course are:

• Defining your customers, both internally and externally
• Understanding the psychology of human values and expectations
• Identifying those expectations that are attributes in providing exceptional customer service.
• Demonstrating professionalism and self-mastery in addressing customer service
• Defining key customer service interactions.
• Identifying personal challenges and objectives.

Course Length: Online: 1½ to 2 hours