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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.
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Workshops Offered: |
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Customer Service
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- Key skills and attitudes
- Internal and external customers
- Customer satisfaction
- Customer retention
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Attitude in the workplace
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- 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
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Communication
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- Verbal and non-verbal communication
- Listening skills
- Communication within the organization
- Communication with internal and external customers
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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
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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
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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
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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
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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
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Managing Change |
- Understanding Change
- How change influences organizations and individuals
- Models of change
- Stages of change
- Managing organizational change
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Decision Making and Problem Solving |
- Decision making techniques
- Problem solving techniques
- Steps in the decision making process
- Blocks to problem solving
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