New Search
CTP Course Description (~~~-`z--~-~e c~ Page 1 of 1 <br /> j <br /> i <br /> Back New Search Customer Svc in Regulatory Env <br /> Course Code: HR0179 <br /> i <br /> Training Categories <br /> Human Resources/All Employee Optional Skill <br /> Internal/External: Internal i <br /> '.Course Type: Continuing Education <br /> 'Primary Delivery Instructor Led I <br /> ! .'Method: <br /> I''Max Students: 30 <br /> j Duration Time: 0 <br /> Target Audience <br /> M <br /> v <br /> Course Content <br /> Delivering effective customer service in the public sector is increasingly <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 /> j the "customer is always right", the public sector customer is not always <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 /> I, 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 <br /> confrontational language •?Avoiding hot phrases and words •?Turning <br /> trigger words into positives •?Using questions to gain cooperation •?The <br /> i power of empathy •?Effective greeting -starting off successfully •?How to <br /> say "No" •?Dealing with challenging customers •?The keys of defusing <br /> The art of self control <br /> Course Agenda <br /> General Information <br /> <br /> i <br /> http://ceonline/corp/hrclasses/course descr.aspx?crse=HR0179, _ _ 5/2/2004 <br /> <br />