CUSTOMER SERVICE EXCELLENCE

"It all begins with HELLO"

DATE: October 24, 2017         LOCATION: Barrie

 

WORKSHOP OVERVIEW:
  • Understanding personality dynamics and how to recognize and deal with certain personalities
  • What is emotional intelligence (reactions/actions based on emotions vs. intellect)
  • How to align customer service standards with corporate values (understanding/establishing codes of conduct/what is acceptable vs. what is not)
  • How to interact and engage with internal/external customers, includes: Dealing with challenging behaviours/difficult situations in the workplace and community, dealing with different types of irate customers, responding to different needs and diffusing difficult situations; (what can escalate a difficult situation)
  • When is it appropriate to ask a colleague for assistance 
  • Dealing with people who “take things personally”
  • How to react when someone starts yelling at you, or dealing with a customer who threatens (voice, communications & language)
  • How to support colleagues who are dealing with difficult customers
  • What is the importance of effective communications and having a positive influence on others (internal & external)
  • How does social media impact customers service standards (etiquette - do’s & don’ts)
  • Interaction & Engagement with others. Reading body language (i.e.: eye contact, interpreting non-verbal behaviour)

 
Workshop Focus is also linked to Organizational Customer Service Standards (i.e.: Corporate Mission,  Vision, Values). All participants are asked to please come prepared to know and discuss your CSS & Mission, Vision, Values.


CLICK HERE TO MEET OUR FACILITATOR HEATHER 

CONTACT INFORMATION

REGISTRATION

PLEASE COMPLETE THIS SECTION FOR ADDITIONAL REGISTRATIONS

Payment Options

Questions?
If you have any questions, please contact Ontario Municipal Leadership Institute 905.407.7074 or info@omli.ca.

Cancellations and Refund Policy
If you are unable to attend this workshop due to unforeseen circumstances, your registration is 100% transferable at no additional cost. Please contact registrar@omli.ca.