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SKILLSOFT Certification Programs
(1-8 Weeks)

SKILLSOFT WORKSHOPS
Personal Growth

SKILLSOFT Workshops Leadership Development (One Day Each)

Management Workshops

Careers & Jobs

Project Management

Exam Invigliation
Excellence in Customer Service

The training workshop concentrates on how to maximize your effectiveness by defining expectations, establishing ground rules and gives you a new confidence. Following topics are covered in this one day workshop:

  1. What is Customer Service ?
    - factors that make service good vs. those that ruin a customer service interaction.

  2. Customer Service is an Attitude not a Department
    - Internal and External Customers
    - Internal Service is just as Important as External Service

  3. Customer Expectations
    - Focusing and Prioritizing the Top Expectations of Customers
    - Creating a Service Mission Statement to stay Focused

  4. Attitude
    - Attitude is a Choice that is Controllable
    - A Formula for Success

  5. Having Influence in the Organization
    - Understanding the Two Levels of Customer Service
    - Documenting Customer Concerns

  6. Personality Styles
    - Understanding Styles
    - Typing Ourselves and Others
    - Applying to Customer Relations and Team Building

  7. Listening Skills
    - Three Styles of Listening
    - Removing Obstacles to Listening
    - Practicing Proactive Listening Habits
    - Handling Customers With Listening Problems

  8. Telephone Techniques
    - Standing Out From the Competition
    - Doing the Basics Better: Greetings, Holds, Transfers, Returning Calls, Voicemail

  9. Vocabulary
    - Keeping Customers Calm with Words
    - Persuasive Language Patterns to Gain Cooperation

  10. Angry/Difficult Customers
    - 5-Steps from Angry to Repeat Customer
    - 3-Steps for Maintaining Our Composure

 

Available Formats for Employees and Managers

At our training centre in downtown Toronto.

Full Time : 1 weeks (6 Hrs/day - 10.00 AM to 5.00 PM with one hour lunch break) weeknights/weekends

Part Time : 2 weeks (3 Hrs/day - 10:00 AM to 1:00 PM or 1:00 PM to 4 PM) weeknights/weekends

Cost : $3,999.00 + HST

We offer a 10% discount for each additional participant


Online Training
Please click here to register online or for more information contact us

Pay ment Options:
  • Pay online through the secure online pay pal link provided.
  • Individuals wishing to pay thru Visa/Mastercard/Amex can call us at 647-430-7478
  • For organizations wishing to pay thru a company cheque, please request an Invoice and mail a cheque pay able to " Key 2Careers" and send to: 920 Yonge Str, Suite 802, Toronto, Ont. M4W3C7.

  • Most popular Soft Skills Training workshops :

    Facilitation Training | Management Training | Time Management Training | Communication Skills Training Workshops | Public Speaking Workshop | Anger Management Training | Interview Preparation | Stress Management Training | Critical Thinking & Problem Solving Workshop | Communication Skills Training | Improving Listening Skills | Soft Skills Training | Emotional Intelligence Training | Leadership Training | Conflict Resolution Training | Behaviour Realignment
    ABOUT USINFORMATION REQUESTREGISTER FOR A WORKSHOPPRICINGSCHEDULESCONTACT US
    Address: 4789 Yonge Street, Suite 1014, North York, ON M2N0G3
    Telephone: 647 271 3330,   E-mail: support@train4career.net