Customer Service: Get the competitive skills you need and earn a valuable certification.
People are impatient. From throwing restaurant dishes to screaming at telephone agents, they create turmoil for everyone trying to help them. The customer service landscape has changed. You need to adapt to overcome the angst and foster happy customers, the foundation of any successful organization. It is the perfect time to update your skills and fast track your career.
To build a loyal customer base, you need to:
Establish rapport
Demonstrate a can-do attitude
Create a memorable image
Conquer telephone etiquette
Understand preferred communication styles
Apply enhanced listening skills
Nationally recognized communication authority Jeannie Davis will lead this comprehensive series. You will learn how to build a foundation of stellar customer service.
Benefits of Certification
Enhance your interpersonal communication skills
Immediately achieve a higher standard of customer service excellence
Demonstrate your knowledge to managers and colleagues
Earn a prestigious certification and propel your career
Training Overview
Our Customer Service 101: Communication Toolbox Certification will enable you to:
Enhance your interpersonal communication skills
Immediately achieve a higher standard of customer service excellence
Demonstrate your knowledge to managers and colleagues
Earn a prestigious certification and propel your career
Customer Service 101: Communication Toolbox Certification
Webinar 1: Customer Service 101: How To Demonstrate A Positive Attitude
Accept responsibility and accountability for every customer interaction to reinforce your organization’s mission, vision, and value statements
Convert negative thoughts to more positive, powerful thoughts
Apply positive words and phrases during customer interactions to improve productivity while speaking in mutuality
Webinar 2: Customer Service 101: Phone Etiquette
Convey a great first impression in the following areas:
Greetings
Screening calls
Responding
Probing
Call transfers
Holding
Messages
Voicemail
Complaint calls
Webinar 3: Customer Service 101: Positive Self-Portrait: How Does Your Customer See You?
Improve telephone communication skills through self-assessment
Implement techniques that create a positive, memorable image
Discover and embrace your individual personal relationship values
Webinar 4: Customer Service 101: Communication Styles And Tools For Helping Customers
Identify your customers’ individual preferred styles of communicating
Recognize word clues to identify preferred communication styles of others
Understand the listening language of another person
Match what you say to the way others prefer to listen, learn, and communicate
Webinar 5: Customer Service 101: 14 Keys To Active Listening And 7 Habits To Avoid
Implement 14 powerful listening habits to improve active listening skills
Apply specific techniques to avoid barriers to active listening
Implement tips, tricks, and techniques to encourage customers to listen
Who Should Attend?
Business owners
Clinical staff
Operations managers
Contract managers
Contract administrators
Supplier relationship managers
Procurement managers
Employee relations staff
Division supervisors
Supervisors
Executive directors
Senior management
Managers
Development staff
Program directors
Community engagement professionals
Customer service representatives
Call center employees
Anyone interested in customer service
Credits
This program has been approved for 5.0 general recertification credit hours toward PHR, SPHR, and GPHR recertification through the HR Certification Institute.
This program is valid for 5.0 PDCs for the SHRM-CP or SHRM-SCP.
Industry: HR
