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Mission:
The Employers’ Association serves regional employers in their efforts to maximize
performance; providing people management information and research, workplace
wellness, training and consulting expertise. |
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Vision:
To be the regional association of choice for employers interested in maximizing their
Human Resources and Organizational Performance. |
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Customer Service Excellence Certificate Program
October 4, 11, 18, and 25, 2012
At the EA- your source for comprehensive leadership training
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Click Below to Register
Early Bird
Non-Member |
Series Prices
Early EA Member - $359
EA Member - $439
Non-Member - $659 |
**See Prices for each Individual Session Below**
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Who Should Attend
Customer service professionals, other professionals who frequently interface with clients, and anyone else who would like to learn to provide extraordinary customer service. |
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Why this Program Is Highly Beneficial
Through this highly-interactive and creative certificate program, you'll discover how to maximize your customer service skills with tools to improve overall customer and business relationships, strategies to more effectively communicate, tips to handle difficult personalities or situations with ease, and "how to's" for making a professional impression in every customer interaction. Participants will learn practical tools that they can use immediately at the workplace. |
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Session 1: Never Forget!
October 4, 2012 9:00 a.m. – Noon
EA Early Bird Member - $99
EA Member - $119
Non-Member - $189
- We lay the foundation of Never Forgetting what it's like to be a Customer
- 7 Critical strategies to go from Bystander to Ambassador
- The Worst and Best in Customer Service
- Assess your Customer Service Skills through a Self-Assessment
- Anticipating Needs and being prepared to service
- Creating consistent, High Impact Customer Service Memories
Session 3: Handling Escalations/Defusing Unhappy Customers
October 18, 2012 9:00 a.m. – Noon
EA Early Bird Member - $99
EA Member - $119
Non-Member - $189
- Four steps to defusing angry customers
- 16 Phrases that keep customers cool
- Effective Conflict Communication Skills: Your tone sets the tone
- Assertiveness vs. Aggressiveness: It's not about you
- Power of Paraphrasing and Verification of Facts
- Information and Options
- Avoiding justification and ending strong
- Resolution Best Practices
- Scenarios
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Session 2: Personal Communication Styles
October 11, 2012 9:00 a.m. – Noon
EA Early Bird Member - $99
EA Member - $119
Non-Member - $189
- Respect and Civility 101
- Upgrade Critical Listening Skills: Checking our Assumption Making Machine at the door
- Examine Personal Communication Styles
- See how Customers (and each other) get Labeled
- The power of Positive Attitude in tone of voice and body language
- How our personal issues leak out to customers
- Discover the customer's "pain"
Session 4: Good to AMAZING Customer Service
October 25, 2012 9:00 a.m. – Noon
EA Early Bird Member - $99
EA Member - $119
Non-Member - $189
- Internal Customer service that R.O.C.K.S.
- 10 Steps to CSC (Completely Satisfied Customer)
- Expertise, Speed and Resolution
- The Power of the Promise Kept
- How we support each other: Team!
- Leveraging co-worker suggestions for better customer service
- Personal Action Plan
- Taking P.R.I.D.E.
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Early EA Member registrations must be received two weeks prior to the chosen program |
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Your Instructors:
Dave Tippett, PHR, Director, On-Site Training and Consultation is well known in the Northwest Ohio and Southeast Michigan business community for his enthusiasm, training creativity and commitment to helping people work better, together. he has a rich history as a problem solver and provider of excellent customer service over the past 24 years. Dave has provided training for a number of area companies and organizations, too numerous to mention. He is also Past President of two area Human Resources organizations (SHRM chapters), served a Co-Chair for three large regional HR conferences, is a published and award winning playwright and author.
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You may send a substitute at any time; however, no-shows or cancellations within 5 full business days of the program will be responsible for the full registration fee. The Employers’ Association reserves the right to reschedule or cancel seminars if minimum requirements are not met.
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