Customer Service Training: Managing Everyday Interactions

Course Description:

An organization’s ability to provide good customer service is essential to business longevity. Divided into three highly interactive modules, this course provides the foundation for developing good customer service habits in your organization with a focus on emotional intelligence.

The ability to identify and manage your emotions and the emotions of others. Delivered to participants are able to quickly relate the content to their job responsibilities through interactive scenarios and skills practice that can improve customer interactions.

Moreover, this course can further develop the additional soft skills that an engineer, manufacturer, government employee and/or healthcare provider needs to foster their career success.

Learning Objectives:

Upon completion participants will understand how to provide good customer service by meeting a customer’s personal and practical needs with emotional intelligence. With guiding principles participants will be able to:

• Define their role and the importance of good customer service
• Respond appropriately to customer’s verbal and non-verbal interactions/cues
• Recognize and manage different levels of customer behaviors
• Identify behaviors that escalate and deescalate an interaction
• Explain and understand the importance of customer retention and service recovery
• Recognize the business impact of negative and positive customer interactions