Customer Service Solutions

Customer-Focused Teamwork

Topics:

• How team building can be used to increase quality and productivity
• Determining the function of a team
• Choosing team players
• Guidelines for productive meetings
• Team dynamics including team formation
• Groupthink
• What teams need
• Essentials of teamwork
• High Performance Teams.

This course can also be taught in Spanish.

Quality Customer Service

Participants will learn how to integrate continual improvement techniques into the service process and evaluate paradigms and their effects on the way we do business. Topics include:

• How to read your customers
• How customer, service, and sales reps can work together
• Stages and Steps in the Customer Service process
• Telephone Techniques
• Listening Skills

Telephone Techniques

Good telephone techniques are an essential part of customer service. A phone conversation is often the first impression a customer receives of a company and that impression can be lasting. Topics include: 

• Assessing telephone strengths and weaknesses
• Communicating clear messages
• Listening for accuracy
• Developing questioning techniques
• Learning conflict resolution skills
• Dealing with difficult people

Also see other Professional Development Workshops.

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