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Enterprise Center at Salem State University
121 Loring Ave | Salem, MA, 01970
May 3, 2019 @ 9:00 am - 3:30 pm |
Friday, May 3, 2019
The Enterprise Center at Salem State University
Whether your customer is across the country or across the hall, understanding and meeting their needs is the first and last step to success. External customers drive sales and growth. Internal customers are the key to efficiency and profitability. We can all contribute to the success of our organization by winning over customers with superior products and delivering outstanding customer service.
This one-day program will cover:
- Module One: Getting Started
- Module Two: Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
- Module Three: Establishing Your Attitude
The Power of a Smile
- Module Four: Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Staying Outside the Box
Going the Extra Mile
- Module Five: Generating Goodwill
Turning Difficult Customers Around
- Module Six: Body Language and Tone
Intent vs. Content
Using Body Language to Your Advantage
- Module Seven: Giving Customer Service over the Phone
The Advantages and Disadvantages of Telephone Communication
Tips and Tricks
- Module Eight: Providing Electronic Customer Service
The Advantages and Disadvantages of Electronic Communication
Tips and Tricks
Eliminate Electronic Ping Pong
- Module Nine: Recovering Difficult Customers
Establishing Common Ground
Setting Your Limits
Managing Your Own Emotions
- Module Ten: Understanding When to Escalate
Dealing with Vulgarity
Coping with Insults
Dealing with Threats
- Module Eleven: Ten Things You Can Do to WOW Customers Every Time
- Module Twelve:
Jim has studied and taught in the field of Organizational and Talent Development for two decades. He and his team have designed & delivered leadership development and customer service programs including over 1300 full and half day professional development workshops. He has grown tremendously through giving and receiving hundreds of one on one coaching and mentoring sessions. Human development is the common theme along his career path: Director, Organizational Development, State Government; Customer Service Trainer and Leader in several private sector organizations; Manager of Volunteers at the Greater Boston Food Bank and Business Education Teacher in a private high school. His experience pans all four key sectors: private, public, education and nonprofit.
Jim has a Bachelor of Science in Business Administration, Marketing from George Mason University, Virginia and a Masters of Education in Instructional Design from the University of Massachusetts, Boston.