What does this innovative collaboration mean to you? Convenient locations and competitive pricing for real-world courses that improve the skills and productivity of your key employees.

Customer Service Series Certificate (2 days)

Friday, April 9, 2010

Becoming a Customer Service Professional

This program is all about becoming a true customer service professional in every sense of the word. Participants develop an understanding of the value of customer service and tips on how to create a culture of service at the workplace. This program introduces the concepts of customer service excellence by helping participants to identify both internal and external customers and the basics characteristics of customer service excellence. Participants will also learn to capitalize on the information received from customer complaints.

Good Communication Means Great Customer Service

How to master the art of communicating effectively with all of your customers.

This program illustrates the value of communication process in the day to day dealings with customers, both internal and external. The program focuses on the impact of common communication barriers, such as perceptions, personal bias, assumptions, viewpoints, lack of practice. There is an optional section of this program on telephone skills.

Friday, April 16, 2010

Dealing with Difficult Customers

How to build rapport with all of your customers.

This program focuses on difficult customers, and how to build trust and relationships with those customers. Careful attention is given to ‘angry’ customers, although other definitions of difficult are explored. Techniques are offered for diffusing anger, saying no, and offering alternatives to help satisfy customers when things go wrong.

Managing Multiple Priorties

Welcome to The Customer Service Juggle!

This program is designed to help participants identify better ways to prioritize their work and responsibilities. The class features specific tips for time management and organization as well as larger scale techniques for stress management and delegation skills when appropriate. Many small group activities and self- assessment tools are used in this class.

Also offered.....

Human Resources for Non-HR Managers

HR Overview for Administrative Support Staff

Devloping an Effective Sales Technique

Employment Law Overview

Outbound Telephone Sales Techniques

Communicating to Make the Sale

All above classes will be held at the QCC campus at 5 Optical Drive in Southbridge, MA.