We bring our customer service training programs to your organization based on your group’s specific professional development needs.
In our customer service training programs, participants learn to have more effective engagement with customers.
Click on each title to view details.
Delivered by Kelli Oberndorf, MHA, CPC, CPF
Every company that is client/customer facing wants to deliver exceptional customer service and ensure each customer is happy when working with your organization. However, conflict with customers can derail goals, productivity, and team morale, and impact your reputation. Understanding the dynamics of customer conflict, how to communicate with upset customers, and find practical resolution can get projects back on track can improve both the customer and team experience.
In this training, we will dive into conflict resolution strategies by giving your team practical tools that will help them:
- Identify customer issues;
- Address the issues in a positive, productive, and professional way;
- And shift from a Problem-Oriented perspective to a Solution-Oriented one!
Delivery
In-person or virtual for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours to half day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by Kari Knutson, MA
Effective customer service in any line of work comes from engaging with an organization’s customers in an authentic way. Building relationships is at the heart of engagement and leading-edge organizations understand that superior customer service increases brand loyalty, organizational growth, and the likelihood of meeting financial objectives.
In this presentation participants will learn how to create personalized, responsive relationships, take ownership and responsibility for their words and actions, and utilize the power of intention to have more effective engagement with customers.
We will address a number of common issues in this presentation including: how to improve communication, tips to enhance relationships through using emotional intelligence, utilizing your natural abilities and talents in more authentic ways, ideas for handling conflict and difficult customer interactions, tools to combat stress, burnout, and compassion fatigue, and best practices to increase customer engagement.
Participants will leave with practical ideas that they can take back and start using immediately.
Delivery
In person or virtual for your organization’s group.
Suitable for:
Groups of at least five participants; no maximum size limit.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.
Delivered by David D. Knapp, PhD
As the world becomes more complex, the ability to negotiate effectively is no longer a luxury – it is a necessity. Consequently, individuals at all levels of their organizations must be able to engage in principled negotiations that lead to win-win agreements, while effectively balancing the engaged parties’ dual concerns of relationship and outcome. To that end, this highly interactive session introduces participants to best practices in the field of negotiation skills – then gives them ample opportunity to apply those best practices during focused role plays and case studies.
Course Objectives
Upon completion of this program, participants will be able to:
- Understand the key differences between positional bargaining and principled negotiation
- Recognize the importance of both developing a strong BATNA (Best Alternative To a Negotiated Agreement) and accurately identifying the other party’s BATNA
- Leverage your individual negotiation style strengths, while compensating for your individual negotiation style weaknesses, as identified by the Negotiating Style Profile assessment
- Apply proven negotiation strategies and techniques
- Engage in effective communication skills during negotiations – including dealing more effectively with impasse
Delivery
In-person or virtual for your organization’s group.
Suitable for:
Groups of 5 – 25 participants. Larger groups can be accommodated.
Length
Two hours, half day, or full day.
Location
If delivered in person, the training will be held at your site or a venue rented by your organization.