1 day course

The need for leading, promoting, and enhancing a customer focused culture, are essential within every organization. Leading, creating, and enhancing a customer focused culture are essential.

This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As we discuss the various skills and techniques, draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a “re-energizing time" to build and expand from where you are now.

• Introduction and Course Overview
• Changes in Customer Service
  • Identifying Change
  • Identifying Your Customers
• Creating Excellence
• Communication Skills
  • Active Listening
  • Asking Questions
• Suspending Frame of Reference
• Stereotypes
• Giving Undivided Attention to Others
• Leadership
  • The Characteristics of a Leader
  • The Situational Leadership Model
  • Additional Information about Leadership Profiles
• Engaging Employees
• Alpha Leaders
• Developing a Service Management System