HR Competencies

Relationship Management

Communication

Objective

Discover how to create customer service experiences, which ensure that people leave not just as “satisfied customers” but “loyal customers.” It explores methods to CONNECT with customers for a truly personalized experience, practices skills to ACKNOWLEDGE the customer’s needs in difficult situations, and determines appropriate ACTION steps for follow up and completion.

Benefits include your ability to:

• Adapt the newly learned tools to your own work situations
• Discover practical, ready-to-use ideas for various phases of customer interaction
• Build confidence in handling tricky situations, leading to more enjoyable customer interactions, and an increased feeling of job satisfaction and accomplishment
• Walk away with a personalized, self-created service brand which will energize you in your service role and guide you in challenging situations
  
  

Outline

Connect

• Anticipate customer needs
• Adapt to varying communication styles
• Practice positive language skills 

​​​Acknowledge

• Employ a 3-step method for handling difficult customer situations 
  

Act

• ​Identify action steps which ensure the customer experience is positive
• Determine critical follow-up steps

Designed For

Any individual who has direct or indirect customer contact, including managers of customer relation functions

Facilitator