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CTP Course Description Page 1 of 1 <br /> il~ <br /> Back New Search Customer Svc in Regulatory Env <br /> Course Code: HR0179 <br /> ;Training Categories <br /> Human Resources/All Employee Optional Skill <br /> 3 2 <br /> Internal/External: Internal <br /> `Course Type: Continuing Education <br /> Primary Delivery <br /> 'Method: Instructor Led <br /> ~MaX Students: 30 <br /> <br /> ~ buration Time: 0 <br /> Target Audience <br /> Course Content _ _ <br /> ;Delivering effective customer service in the public sector is increasingly as <br /> challenging. The public often wants more even though staff and resources <br /> have been cut. While private sector companies can take the position that <br /> =the "customer is alwa s ri ht" the ublic sector customer is not alwa s <br /> Y 9 P Y <br /> 'right and their request can't always be met. This workshop is for staff who <br /> work with customers in a regulatory environment. It is designed to build <br /> skills to help staff deal more capably with customers to reduce stress, <br /> protect your time, and reduce occurrences of dealing with angry <br /> customers. Participants will have the opportunity to apply learning to the <br /> specific demands of their workplace. The workshop will cover: •Methods <br /> for increasing cooperation with your customers •Cooperative versus I <br /> confrontational language •Avoiding hot phrases and words •Turning <br /> !trigger words into positives •Using questions to gain cooperation •The <br /> .power of empathy •Effective greeting -starting off successfully •How to <br /> 'say "No" •Dealing with challenging customers •The defusing keys •The art <br /> of self control <br /> Course Agenda <br /> General Information <br /> http://ceonline/core/hrclasses/course_descr.aspx?id=HR0179 6/28/2004 <br /> <br />