YOU WILL LEARN HOW TO
This seminar teaches service representatives the skills, tips, and techniques to make quality customer service a reality in any public agency. Participants discover new ways to approach both internal and external customers with confidence and professionalism.
Each training session is tailored to your body and organization using cases and examples your service personnel can relate.
Participants learn how to shift the focus from what can’t be done to what can be done for the customer. They learn how to use facts to help customers vent frustrations instead of taking it out on the service representative. They discover how to ask questions, improve listening skills and use communication techniques that can turn hostile customers into enthusiastic advocates of the agency and the customer service representative themselves.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE