Customer Service
- Developing Exceptional Customer Service Skills
- Managing Confrontational Clients
- Above and Beyond Customer Service (formerly Beyond Customer Service: The Next Steps)
Developing Exceptional Customer Service Skills
Come to obtain hands-on experience with important concepts and skills for delivering exceptional customer service in your unit or department.
You will learn to:
- Define what a “service opportunity” is and if it is important
- Demonstrate ways to determine customers’ needs early during the interaction
- Practice proper courtesy and etiquette when serving customers
- List the “five ugly things you should never say to a customer”
- Identify behaviors for becoming proactive when delivering customer service
- Manage a customer service interaction using the “seven steps for superior service”
You will benefit by:
- Better defining your customers’ needs, including the “expected and unexpected”
- Enhancing your communication skills to better serve customers
- More effectively serving customers in person and on the telephone
- Appreciate how your service work is valuable to the department and the University
Audience:
Anyone whose main responsibility is to deliver front line customer service or who would like a refresher
Schedule Selection(s) |
|
|---|---|
Cost: $159 |
Dates & Times: Wed. 10/31/12, 8:30 a.m. - 12:00 p.m.
|
 |
 |
|---|
Managing Confrontational Clients
Customers have high expectations—and they often place extreme demands upon those who serve and work with them. Join us and learn how to better communicate with supervisors, co-workers, and other University personnel—as well as how to best serve your external customers.
You will learn to:
- Recognize and respond to different customer behavioral styles
- Identify practical solutions to typical customer problems and complaints
- Describe the signs of an escalating interaction or a hostile situation
- Identify the best ways to diffuse an angry or upset customer
You will benefit by:
- Recognizing how positive customer interactions can improve your job satisfaction and work environment, which will help to reduce job stress
- Building stronger relationships with co-workers and customers
- Developing new perspectives about customer service
- Understanding more about your own behavioral style using the Personal Profile System® (DiSC™)
Audience:
Anyone who wants to learn how to keep relationships with customers and clients positive and satisfying
Recommendations for Course Preparation:
Attendance at Improving Your Listening Skills and/or Advanced Listening Skills is also encouraged.
Schedule Selection(s) |
|
|---|---|
Cost: $209 |
Dates & Times: Wed. 1/23/13, 8:30 a.m. - 4:30 p.m.
|
|
|
|---|
Above and Beyond Customer Service (formerly Beyond Customer Service: The Next Steps)
As a follow-up to Managing Confrontational Clients, this course takes a more in-depth look at service and customer expectations. The course examines how interpersonal skills — especially non-verbal communication and listening skills — can enhance or undermine any service interaction.
You will learn to:
- Evaluate your personal listening habits and identify strengths and areas for improvement
- Recognize non-verbal cues that can keep you in control
- Recognize how empathy impacts a service interaction
- Assess how your internal and external customers realistically perceive you
You will benefit by:
- Enhancing your current customer service skills
- Developing self-awareness of your own communication style and the message you are projecting
- Gaining new techniques to help you calm angry customers and show empathy while staying in control
Audience:
Anyone who works with the public, or on a team, who desires to get a more in-depth look at customer service and interpersonal communication issues
Recommendations for Course Preparation:
Participation in Managing Confrontational Clients, Improving Your Listening Skills, and Advanced Listening Skills is highly recommended.
Schedule Selection(s) |
|
|---|---|
Cost: $149 |
Dates & Times: Wed. 2/27/13, 1:00 p.m. - 4:30 p.m.
|
|
|
|---|