This is a two-day Customer Service Training workshop will help you teach participants how to:
Specific learning objectives include:
You will spend the first part of the day getting to know participants and discussing what will take place during the Customer Service Training workshop. Students will also have an opportunity to identify their personal learning objectives.
To begin the day, participants will explore who their customers are and how that has changed during the years.
This session will look at Curt Coffman’s and Gabriel GonzalezMolina’s twelve conditions for creating excellence.
This session will help participants develop their listening and questioning skills – two cornerstones for great customer service.
During this session, participants will explore two advanced communications tools: the frame of reference and the Johari window.
We all categorize and generalize; it helps us understand the world. This session will help participants identify their own stereotypes and ways that they themselves might be stereotyped.
This session will address two ways that we can pay better attention to others: attending and observing.
This session will focus on The Situational Leadership Model, developed by Paul Hersey of the California Centre for Excellence. Participants will take the test, score themselves, and then examine their style in detail.
This session will explore the key behaviors of great managers. Participants will also identify ways to engage different types of employees.
Participants will explore leadership characteristics through a fun, thought-provoking activity.
To wrap up the workshop, we will look at a team approach to customer service.
At the end of the day, students will have an opportunity to ask questions and fill out an action plan.