Overcoming Customer Service Challenges is the fifth of seven soft-skill classes in the HIRE (Help in Reaching Employment) job readiness program series. While part of the series, Overcoming Customer Service Challenges can also be presented as a stand-alone class. 

BENEFITS FOR YOUR ORGANIZATION

• Increased level of professionalism.
• Increased level of customer satisfaction
• Improved internal and external communication.
• Decreased employee/customer negative interactions.
• Increases the likelihood of return customers.

COURSE OBJECTIVES

• Given several customer service situations, accurately identify at least five positive and five negative customer service interactions using clues from verbal language, tone of voice, and body language.
• Using other class members, successfully solve tough customer service problems generated from real life experiences generating at least three different solutions.
• When provided with several forces that impact the delivery of customer service, identify five barriers to excellent customer service and specify at least three actions they can take to minimize those barriers.
• Given situations where customers’ needs are not entirely met, use positive customer service language to enhance interactions with customers and list five nonverbal behaviors that should never be projected to the customer.
• When interacting with customers who have problems, use a six step template to resolve the issues.
• When working with angry customers, apply at least six different techniques to manage difficult situations.

TRAINING DESCRIPTION AND MATERIALS

This instructor-led interactive course focuses on customer service skill development. Participants will engage in several group activities, and view a video, designed to simulate real life customer service situations and creative - as well as memorable - solutions.  The class concludes with a journaling exercise and action plan development.

HOURS

Your Overcoming Customer Service Challenges course is a 7 hour training activity scheduled at your convenience for up to 12 participants. 0.7 IACET approved CEU’s will be awarded upon successful completion of the course.  Pricing includes training administration, instruction, class handouts and materials, and an activity evaluation at the conclusion of training.

Course Offered Open Enrollment: No

Online Delivery Available: No

Certification Option: No

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