Customer Service Excellence

Training Details

• 8am - 4:30pm Wednesday, July 29
• Mt. Pleasant Campus | Morey Technical Education Center | Room 110
• $375 per trainee and includes lunch
• A 10% discount is available for members of the Mt. Pleasant Chamber of Commerce, Mid Michigan Manufacturers Association, and Mid Michigan College.

Learning Objectives

• Identify your customers (external and internal) and think critically about how the service you provide impacts them.
• Define the basic drivers of human behavior and learn to recognize them as motivators for interpersonal communication.
• Learn techniques for communicating both in person and remotely to build rapport and strengthen interpersonal relationships.
• Be proactive in dealing with customers’ needs.
• Use positive language for delivering a negative message.
• Use voice and body language to improve your credibility.
• Shift from a reactionary mindset to a proactive mindset in order to anticipate customer problems before they occur.

Who should attend?

Success, yours and the organization’s, where you work, often depends on customer service. Do you know how to deal effectively with difficult internal and external stakeholders? Can you turn a negative situation into a positive one? Can you find opportunities to deepen the relationship and develop new business while you do it? Do you speak to your customers’ emotions as well as their logic? The thread that binds these capabilities together is communication. Whether through one-to-one or one-to-many relationships, people choose to do business with and be loyal to organizations with which they feel comfortable and in which they have confidence. This training is for those who wish to become exceptional at customer service.