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Tag: Customer Service Skills

Group of people networking

How to Network at a Conference When the “Peopling” Feels Overwhelming

Learning how to network at a conference can be overwhelming, there is so much “peopling” to do. You know how it goes at these things. You walk into a room with your badge on and a fresh cup of coffee in your hand, while you scan the room for a familiar face. Conversations are happening […]

Emotional Intelligence in the Workplace Matters

Think about someone at work who is great at handling an upset customer. Or maybe they excel at defusing a tense meeting? Perhaps they just have a knack for keeping a stressful day from getting out of hand? None of that is luck, they are probably putting their Emotional Intelligence (EI) to use in the workplace. […]

Something About You and I

We recently revisited a Wall Street Journal article from a few years ago that a reader had shared with us on grammar in the workplace. It still feels just as relevant today as it did when we first read it.

Conflict De-escalation

From Escalation to Resolution: What Actually Works in the Moment

When customers are frustrated, the goal isn’t to win the interaction — it’s to lower the temperature so real communication can happen. The best de-escalation starts with calm, clear, and empathetic responses that help people feel heard, respected, and ready to work toward a solution.

Power Of Networking To Empower Teams

The Power of Networking

The power of networking goes beyond exchanging contacts—it’s about building genuine relationships by focusing on others, helping you lead better and create a supportive, collaborative team environment.

Customer Service in Times of Crisis

Emotional Intelligence and Customer Service

In the world of Customer Service, it is helpful when someone has a natural empathy for others, but it is even more important for them to develop strong Emotional Intelligence skills.

improving customer service course cover

ONLINE: Improving Customer Service

Event Phone: 516-317-2900

This class is for service industry professionals who want to maximize their efficiency, develop better customer skills, and increase their value.

The focus of the Improving Customer Service class is to increase repeat business because of customer satisfaction and referral. Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For client-facing service personnel, these areas of development will be very beneficial.  Improved Customer Service means increased internal and external customer satisfaction.

Attendees will be able to:

  • Focus on others to project a UB4me, customer-centered attitude;
  • Empower people with respect (acknowledging) and control (offering choices);
  • Understand customers better and develop emotionally-intelligent methods for managing their fears and reactions;
  • Listen more intently to develop the best rapport;
  • Communicate clearly with conviction, projecting greater credibility;
  • Create positive, diplomatic messages even from negative, modeling a problem-solving, can-do attitude; and
  • Create and refine phone-answering and email templates, to appropriately address customer concerns and increase the potential for repeat business.

Online Format—Improving Customer Service is a 4-hour interactive virtual class for up to 20 people.

Register for this class and you will be sent ONLINE login instructions prior to the class date.

Venue:  

Description:
Learning from the comfort of your own device and preferred location.

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Pat Mastelotto

Pat Mastelotto on Listening

As a rock musician, I don’t read music. I play by intuition. That is, I listen and react. That’s why I play better when I listen.