Listening: One Cohesive Unit (Rod Morgenstein)
NOTE: As you read, apply Rod Morgenstein’s message of listening to your profession by substituting the discussion of “music” with “work,” and terms related to “musician” with “colleague.” Listening is the practice of being in the moment, in touch with my surroundings, and fully aware that I am part of a creative process that involves […]
ME First! ME First!
Me first? A service professional has to care about the experience of the customer and work at enhancing it.
What Is a “Bad Attitude”?
Attitude – noun Etymology: French, from Italian attitudine, literally, aptitude, from Late Latin aptitudin-, aptitudo fitness; a mental position with regard to a fact or state; a feeling or emotion toward a fact or state Have you ever eaten in a restaurant and realized along the way that your server had a bad attitude? It is not […]
IN-PERSON: Improving Customer Service
Event Phone: 516-317-2900
Customer Service is an organization’s ability to supply its customers’ wants and needs. Improved Customer Service is constantly and consistently exceeding the customers’ expectations.
This class is for service industry professionals who want to maximize their efficiency, develop better customer skills, and increase their value. This 8-hour, in-person, instructor-led workshop is designed for groups of up to twenty people. In addition to instructor-led content, participants will engage in peer cooperative learning activities to gain perspective and feedback.
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.
Class Format—Improving Customer Service is an 8-hour in-person class for up to 20 people.
Rich Atkins is the Managing Director of Improving Communications, a New York-based corporate training firm that, in addition to Speaker Services, offers Business Writing, Public Speaking & Presentation Skills, Sales and Negotiation, Customer Service, Leadership, Staff Development, and Human Resources training. He is also the Director of Improving Communications UK and Improving Communications IE.
Venue: Jay Suites - Madison Avenue
Venue Phone: 212-385-1260
Address:
Description:
64 fully-furnished office suites on the third and fourth floors of a 26-story building more…
