Customer Service Professional Training - Manitoba Customer Contact Association

Customer Service Professional Training

Customer Service Professional Training provides participants with a firm foundation in the standards and strategies for success. This 2-day course promotes self-reflection on existing behaviours and outlines best practices and strategies for customer service based communication, including tactics for both handling and understanding difficult customers.

Areas covered include:

  • Understanding and meeting diverse/difficult customer needs
  • Effectively addressing different emotional states
  • Creating excellent first and lasting impressions
  • Managing the interaction to resolution
  • Effective use of words, tone and voice
  • Creating a connection/rapport
  • Listening, understanding, acknowledging and taking ownership of the interaction
  • Self-Audit
  • Documentation
  • Negotiation skills
  • Solve the problem
  • Guiding the customer
  • How to ask questions
  • Communication styles 

September 4 & 5, 2018 9 AM to 3:30 PM
1000 Waverley Street
Winnipeg, MB 

Price
Members $99 per person
Non-Members $149 per person

 

 

 

 

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