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Customer Service Academy

The Corporate Education and Training Customer Service Academy is fun, flexible, timely, and content-rich. Using videos, case analysis, and experiential learning activities, the courses are a combination of presentation, discussion, and practical workplace-related learning activities that allow participants to practice what we teach. Workshops can be offered alone or customized in a program designed to meet the needs of the client. Each of the following topics is designed for an 8-hour training session. We recommend that the training be scheduled in two half-day sessions.

 
Workshops Offered:

Customer Service

  • Key skills and attitudes
  • Internal and external customers
  • Customer satisfaction
  • Customer retention

Attitude in the workplace

  • Positive attitude at the workplace and at home
  • Three types of attitudes
  • How to adjust one's attitude
  • Primary causes of a bad attitude and turnaround strategies
  • How to raise the attitude of others

Communication

  • Verbal and non-verbal communication
  • Listening skills
  • Communication within the organization
  • Communication with internal and external customers

Values and Ethics

  • Understanding values and how they influence our actions
  • Values in the workplace
  • Determining our personal values
  • How our personal values affect workplace duties

Conflict Management

  • What is conflict?
  • Five conflict handling modes
  • How to deal with difficult people
  • Building better relationships
  • How to bring out the best in others
  • Tools to help us deal with conflict
  • Appreciating differences
  • Four step conflict resolution model

Stress Management

  • Understanding stress
  • Identifying stressors, both internal and external
  • Diagnosing his/her own stress condition
  • Benefits of stress management
  • Ways to manage stress, both personal and organizational

Time Management

  • Self-diagnosis
  • Identification of common time wasters and how to eliminate them
  • Setting priorities
  • Time control systems
  • Handing crises and interruptions on the job
  • Skills for effective goal-setting

Team Building

  • Characteristics of an effective team
  • Common problems team encounter and how to solve them
  • Roles of team members
  • Team building in the workplace

Managing Change

  • Understanding Change
  • How change influences organizations and individuals
  • Models of change
  • Stages of change
  • Managing organizational change

Decision Making and Problem Solving

  • Decision making techniques
  • Problem solving techniques
  • Steps in the decision making process
  • Blocks to problem solving