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 

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For questions or more information please contact the Ontario Municipal Leadership Institute at info@omli.ca