CSIA’s Certified Customer Service Professional course: ENROLL NOW
[Lunch and refreshments included both days]
- To help individuals identify how to interact and communicate with their customers, both internal and external, resulting in the desired outcome for the organization and customer, while creating a positive customer experiences
- To identify how they will deliver excellent customer experiences and provide thoughtful and relevant solutions to those customers
- To feel confident and empowered to deliver accurate, relevant and consistent information
- For people to learn how to put themselves in the customers’ shoes and fully listen to determine what the customer really needs and how to address those needs
- Determine successful methods to reduce escalations
- Identify challenges we face and how we may best address them
- Review and self-assess areas of strength and those which require improvement
A Quality Attitude: Attitude is something that we choose. Choosing your attitude can make all the difference to your quality of life and work in both your workplace and in your home.
Reacting versus Responding: It is important to understand the difference between reacting and responding and its effect on a situation. In this section we provide examples and activities to showcase the importance of being thoughtful in our responses.
Moments of Truth : Moments of Truth is a key concept to understand in the world of customer experience. In this section, we focus on an individual’s ability to really guide, enhance and alter customer perception in a positive way. This key concept will be embedded through the group activity and classroom examples.
Customer Desires: Customers have very basic needs and desires. It is not difficult to ascertain what these desires are and to address them. Their needs and desires are the same as your needs and desires as a consumer. By taking the time to address their desires, you will form loyal customers and build lasting relationships.
Perception: Participants will review activities they perform daily and their ability to affect customer perception and engagment/loyalty with an organization or product.
The Internal Customer: It is true that the external customer is critical to the survival of an organization; however; there is another customer, the internal customer. This relationship is also critical to the success of any organization and the engagement and fulfilment of all team members. If good, cohesive relationships do not exist internally, you will be unable to deliver effective, efficient, positive external customer experiences that are desired.
Communication (includes effective communication and active listening): Communicating is not as simple as we think it is. It’s easy to assume people understand what we are saying because the thought we are trying to express is clear to us! But the problem is that we see things differently. That’s not a bad thing. Our backgrounds, our upbringing, our cultural roots, our generations, all contribute to the great mix of people we are. We wouldn’t want that to change. But our differences are a big part of our communication challenges. This section helps participants understand, and respond, to the fact that all individuals perceive the world differently and how to adapt their communication approach.
Positive Language: The words and phrases you choose to use with a customer are extremely powerful. Using positive words and phrases will impart a professional and confident image. Positive words and confident language will send a “can do” message, whereas if you appear unsure, it may make the customer feel uncertain about the organization.
Eight Steps for Handling Challenging Situations (RECOVERY): As customer service providers, it is inevitable that we will deal with challenging situations from time to time. This simple, easy to remember, recovery process will help guide partipants to deal with these situations effectively and swiftly.
Customer Bill of Rights: In this section, we are pulling together what we have learned and will have the participants work together to articulate commitments they would like to make to their customer regarding service levels and expectations. This powerful activity ties together the course curriculum and brings team members together.
Action Plan: We will complete the time together by developing an action plan, both personal, and for the group. This allows participants to know what steps to take as they return back to the workplace.
This Motivational Leadership Webinar is about having Managers learn how
to lead in these uncertain times where everyone is asked to ‘do more
with less’. They will get essential information and tools to coach
their team for greater effectiveness, efficiency and productivity.
PARTICIPANTS DISCOVER THAT THEIR JOB IS NOT JUST A JOB, BUT IN FACT A
CHALLENGE ON, ‘HOW TO MOTIVATE THEIR TEAM TO BE THEIR BEST EVERY
SINGLE DAY.’ A SUCCESSFUL LEADER IS SOMEONE WHO IS RESPECTED AND WHOSE
TEAM WOULD DO ANYTHING FOR THEM BECAUSE OF THE TRUST THEY HAVE IN THAT
Steve will share the Leadership Lessons from Jack Welsh, Patrick
Lencioni, John Maxwell, Marcus Buckingham and more.
OBJECTIVES (HOW PARTICIPANTS WILL BENEFIT):
- Increase Effectiveness as a Leader
- How to Motivate a Team That Does Not Think or Act Like Them
- Learn What Attitude to Employ to Lead a Team Effectively
- Adopt a Commitment to Excellence
- Learn Coaching Techniques For Success
- Create an Action Plan for Personal Performance
The Leader as Mentor: Building Partnerships for Learning
In a world where overnight obsolescence threatens skills and knowledge, success calls for creative ways to foster learning, improvement and everlasting experimentation. Organizations where leaders focus on employee development are better able to attract and retain the best talent. The new leader will focus on creativity rather than control and helping associates get smart, not just get ahead. Since learning requires trial and error, and leaders are the decision-makers on raises and promotions, how can a leader carry out an insight goal from an in-charge role? Based on Dr. Bell’s internationally best-selling book Managers as Mentors (with Marshall Goldsmith), this webinar will arm leaders with new views of leveling the learning field while providing concrete perspectives, relevant skills and practical how-to’s for managing critical talent development. In the future, an organization’s ability to learn faster than its competition is its only sustainable competitive advantage.