Description

Join us for a day of front line training with Cindy Campbell from IPMI. 

We will start with
Customer Service Excellence from 9-12pm, break for lunch, then continue our day with
Tactical Communication 101 from 1-4pm. We will provide lunch.

Customer Service Excellence

This course provides attendees with basic concepts related to the delivery of customer service. Topics include the dimensions of customer service, customer acknowledgment, effective communication methods and techniques that can be used when interacting with difficult customers. This is an introductory-level course designed for all personnel. 

Learning Objectives: 

• Review statistics on how word-of-mouth and social media affect the perception of our services. 

• Examine techniques in handling difficult and angry customers in a positive manner including the importance of nonverbal behaviors. 

• Identify the three dimensions of customer service. 

• Illustrate how the Model of Communication can contribute to a positive customer interaction. 

• Recognize the benefits of active listening including how to restate, summarize and clarify the customer’s words to facilitate problem solving. 

• Review use of specific acknowledgement phrases to assist us in delivering a positive customer service experience 

Tactical Communication 101:Dealing Effectively with Difficult & Aggressive Behavior 

The course is intended to provide frontline customer service personnel with tools and options to calmly and effectively address the aggressive behaviors and challenging situations they encounter. 

Learning Objectives: 

• Understand the fundamental characteristics of professionalism. 

• Reduce customer complaints through effective communication strategies. 

• Examine paraphrasing techniques as a communication tool. 

• Review active listening skills to better understand the customer. 

• Recognize potential stress inducing behaviors we may exhibit at work. 

• Identify our potential communication style inconsistencies with our customers and co-workers. 

• Strengthen professional credibility.

Attendees will receive 6 CAPP points towards the application and recertificants can earn up to the maximum in Program Type 2.”

Rates:

$150- Members

$250- Non-members