Through the use of group discussion, activities and personal skills practice, participants learn to communicate effectively with their customers in a variety of situations.
Emphasis is placed on creating positive, memorable experiences for all customers.
Participants learn skills in how to determine and respond appropriately to customer needs, recognize opportunities to exceed customer expectations, avoid creating negative customer interactions, and manage all customer transactions toward positive, efficient conclusions. Specific topics include communicating company policies, responding to high bill complaints, and handling inflammatory customer behavior. This seminar is designed for all utility employees, including managers, supervisors, counter clerks, phone contact staff, meter readers, lineworkers, installers and other service personnel. This course is also designed for in-house use. An effective way to counter these and other stressful communication tactics is to respond, rather than react.