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

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