Providing Stellar Customer Service
Tues. 12/12/2017; 8:30am-10am with an additional, optional hour of small group coaching offered from 10am-11am.
Speaker/Instructor: Dianne Klayman
Cost: FREE. Sponsored by Eastern Bank
Target Audience: Customer Service Providers who want to improve their skills in order to satisfy customers and ensure their long term loyalty as well as managers who want customer service training in order to reinforce their skills and train their teams.
Imagine if you could communicate with more clarity, tact, and finesse, even under pressure – and with difficult customers. Have you ever wondered how some service providers are able to do that while others are not? Have you ever wished that you were one of the ones that could?
Difficult people and situations can be encountered daily. The ability to manage each situation effectively so that both the customer and the service provider can feel positive about the interaction is a challenge to us all. The Providing Stellar Customer Service Training is designed to introduce a variety of skills and techniques, which will help the service provider deal effectively with difficult customers as well as manage their own responses to the situation or the person.
What You Will Learn: By the end of the workshop, participants will be able to:
- Understand the importance of providing stellar customer service
- Recognize the difference between internal and external customers
- Identify customer’s needs, wants and expectations (even the unspoken ones)
- Depersonalize negative responses
- Master the subtle communication techniques that make the difference between a positive customer relationship and a tense one, including specific words and phrases to use and which ones to avoid
- Deescalate potentially volatile situations
- Manage conflict resulting in a win-win for all
About the Speaker: Dianne Klayman has over 25 years’ experience in leadership and organizational development assessing departmental needs; designing and delivering various programs in both public and private sectors some of which include Polaroid Corporation, The City of Cambridge, Massport Authority, Ropes and Gray, Brandeis University, and Benchmark Senior Living. Training programs include but are not limited to effective communication, conflict negotiation giving effective presentations, advanced leadership development training, management mentoring, behavioral interviewing and providing stellar customer service. Dianne holds a BA in Education from the University of Massachusetts as well as a MSW from Boston College School of Social Work; certifications as a Myers-Briggs Type Instrument, Leadership 2000 and Situational Leadership Instructor; and in addition Dianne is a Mass certified meditator and continued to advance her training in this area by attending Harvard University’s Program on Negotiation.