Service providers need renewal and reinforcement of their skills in dealing with the challenges that serving customers present on a daily basis. This course is designed to help each service provider understand the importance of providing positive “moments of truth” through each and every encounter he or she has with customers. An emphasis will be placed on personal responsibility and accountability for service through professionalism, communicating with tact and diplomacy, the utmost courtesy as well as self-awareness and self-control needed to guide service situations to a most positive conclusion.

WHO SHOULD ATTEND

This interactive workshop is designed for any employee, new or long-tenured, who has direct interaction with cooperative member-consumers, especially call center and/or front-office member service representatives.

LEARNING OBJECTIVES

At the end of the course, participants will:

Have a greater understanding of and capacity for fulfilling customer’s needs/wants;
Be able to focus on problem solving using courtesy, tact and diplomacy; and
Have attained or renewed their communication skills in the areas of listening, verbal and non-verbal skills.

COURSE OUTLINE

Customer Service Basics:

The Three Dimensions of Quality Service
The Importance of Each Employee to the Organization’s Success
A Positive Service Attitude

What Customers Want and How They Experience Service

Communication Skills Overview:

The Communication Cycle
Communication Skills: Listening, Verbal, Non-Verbal
Maintaining a Professional, Non-Defensive Demeanor
Moving Toward Resolution with Difficult People

Putting Learning into Practice:

Participants’ Actions Plans and the Course Evaluation

WORKSHOP FEE

Co-op will be invoiced $75 after training is completed.

ABOUT THE INSTRUCTOR

Debra Ballard is a leading industry consultant specializing in customer service, leadership, marketing and time management. She worked in the newspaper and transportation industries prior to working for Tri-County Electric Membership Corporation (EMC) near Macon, GA. She served the cooperative for 12 years in various roles, including customer service manager, marketing, economic development and training programs management, before founding The Ballard Group in 1996. She now provides training and consulting for electric co-ops and municipals all across the nation, as well as the U.S. Postal Service, the U.S. Air Force, Boeing, Northrup-Grumann, Blue Bird Bus Company, technical colleges, chambers of commerce, government agencies, small businesses and non-profit organizations, averaging approximately 150 engagements annually. Debra holds a Business Administration degree from Mercer University.

QUESTIONS?

Contact Laurie Millen at lmillen@meca.coop or 231-779-3393

Customer Communication Skills (Portland)