Workshop Series
The Building Blocks of Professional Customer Service
The session explains what is considered good customer service and explores ways that companies strive to keep customers satisfied. This speaks to the mindset of the employee. It helps gain buy-in on why this topic matters. It draws on personal interactions as a customer. By relating it back to real life experiences the learners are more likely to retain the information.
a. Provide an overview of good and poor service.
b. List characteristics of good service.
c. Explain why some companies fail to provide good service.
d. Explain why good service is sometimes hard to offer.
Write Right: Practical Business Writing Skills
The participants will be introduced to some tips and techniques to improve business writing. They will learn from common mistakes and be given opportunities to practice business writing.
a. List and explain six components of quality business writing skills.
b. List and provide examples of common grammar errors in business writing.
c. List and provide examples of common email errors.
Customer First: The Bottom Line of Service Matters.
This session presents the business case why service and customer satisfaction are important to the company. Oftentimes, people haven’t considered how much money they invest over their lifetime on a common household item (phone, groceries, etc.) This is often an impactful exercise about exponential business growth. Another “a-ha” moment is the concept of “while it may not be fact, it is that persons’ truth” and the notion that perception is reality. The customer may not always be right, but the customer is the customer.
a. Explain the importance of providing high levels of customer service to maintain customer satisfaction.
b. Explain the relationship between client satisfaction, customer loyalty and profitability.
c. Explain how to determine the Lifetime Value of Customers.
d. List items that are part of the Perception of Service.
Respond, Don’t React: Handling Difficult Situations
The session will provide information about difficult interactions. The session will focus on how the employee can most effectively respond. Maintaining a calm composure and not taking the other persons’ message personally enables the employee to maintain a good rapport. This begins with understanding the root of why people become upset and learning strategies to deescalate the situation. Learning to respond, rather than react is key to effectively responding to a conflict.
a. Explain why people get upset.
b. Explain how emotions may impact the interaction.
c. List and explain the 5-step process of effectively handling difficult situations.
d. Explains things to avoid when responding to difficult situations.
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