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Course Description

Today’s service providers are not only expected to understand their company’s products and processes, but to represent their organization to their customers in a highly favorable, professional manner. This certificate program provides participants with proven behavioral skills that ensure high-quality customer interactions and increase customer satisfaction as well as customer retention.

Course Outline

Course topics include:

  • Communicating with impact
  • Taking the HEAT
  • Valuing differences
  • Embracing change
  • High-impact feedback and listening
  • Navigating beyond conflict

Learner Outcomes

Upon completion, participants will be able to:

  • Communicate more effectively with colleagues and customers to strengthen understanding and trust.
  • Understand how to turn difficult customer situations into positive and mutually productive interactions.
  • Understand how to harness diverse opinions and talents when working on customer issues.
  • Learn how to be receptive to feedback and to listen to accurately understand the customers intended message.
  • Understand the benefits of productive, task-oriented conflict versus unproductive interpersonal conflict.
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Thank you for your interest in this course. Unfortunately, the course you have selected is currently not open for enrollment. Please complete a Course Inquiry so that we may promptly notify you when enrollment opens.