Customer Service & Sales

4 hour course

According to a 2013 survey, 77% of Americans believe that society is becoming more rude and less civilized (Rasmussen Reports.) Unfortunately, this trend can be seen in many workplaces as well. “Business etiquette” is typically a set of unspoken expectations in the workplace that most people either meet—or find out about when they do not meet them. In this course, you will learn how not only to improve your own manners, but also to positively influence your co-workers. 

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Learning Outcomes:

• Understand how to use basic courtesy and manners
• Practice common business etiquette to build and maintain relationships
• Interact in a respectful manner with coworkers and subordinates

4 hour course

Nelson Boswell once said, “Here is a simple but powerful rule: always give people more than what they expect to get.” When it comes to customer service, this idea is even more relevant. In this course, you will explore the following invaluable topics: the myths and realities of customer tastes, wants, and needs, how to train personnel to better serve the customer on site and how to develop a customer service attitude for the future of your business. 

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Learning Outcomes:

• Understanding customer service needs in the work place
• Demonstrate communication skills in cooperative settings and how to get along with people
• Understand how to have excellence in customer service

4 hour course

Unfortunately, we all have to deal with difficult people now and then. The remedy is simple—remove yourself from the situation/difficult person. But, what if the difficult personality is someone with whom you work? How do you handle that person when there’s no clear “escape plan?” In this course, you’ll learn to better understand and cope with these individuals—an invaluable skill in the workplace. 

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Learning Outcomes:

• Identifying difficult personalities and their associated behaviors
• Understand and apply coping strategies for dealing with difficult personalities
• Develop an action plan for dealing with difficult individuals/personalities

4 hour course

Author Marilyn vos Savant once said, “Many people feel they must multi-task because everybody else is multitasking, but this is partly because they are all interrupting each other so much.” The reality, unfortunately, is that managing multiple projects is part of our daily workplace routine. So, how do we achieve success? This session will help give you the skills necessary for bringing a project in on time and on budget, every time. 

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Learning Outcomes:

• Identify the importance of planning and scheduling
• Learn how to break down a project to define specific actions needed to complete it
• Demonstrate accurate scheduling techniques that show the relationship between tasks and time involved

4 hour course

Did you know that Alexander Graham Bell proposed that “Ahoy” should be the standard telephone greeting? Bell’s rival Thomas Edison’s actually coined the term “Hello,” the greeting that most people still use today. Although we have many different means of electronic communication (email, texts, etc.), the telephone is still the first and most important point of customer contact with many clients. For this reason alone, exemplary telephone skills should be learned. In this course, you’ll learn approaches and techniques to help your customers want to keep calling back!

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Learning Outcomes:

• Understand principles of voice and diction common to all telephone communication
• Enhance courtesy/business communication skills common to telephone communication
• Develop sales and telemarketing skills

4 hour course

When you consider that it costs an average of six times more to get a new customer than to keep a current one, the value of effective customer service is significant. This same idea applies to internal customer service: interactions with co-workers, colleagues, vendors, supervisors, or your direct reports—anyone in the organization itself. This training session takes you through a comprehensive five–step process to help develop an effective internal customer service program.

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Learning Outcomes:

• Understand the importance of good morale within your group
• Develop behaviors that enforce teamwork and positive internal customer service
• Recognize the influence internal customer service has on continued success with external customers