This session covers best practices for service delivery that exceed customer expectations, elements of collaborative service delivery, and organizational processes that foster a climate of collaboration and an orientation towards service. Dealing with Challenging Customer Situations Ideal for both experienced and novice customer contact personnel, this session focuses on distinguishing between difficult customer behavior, difficult customer situations, and the service representative's own attitudes and beliefs. Participants will explore customer behaviors which diminish their effectiveness as service providers, identify ten behavior tools which diffuse difficult situations, and practice a skills-based model for dealing with challenging customers. Understanding the Customer Participants in this workshop explore who their customers are, how customers think and feel, and the role the service provider plays in shaping customers' overall service experience. Topics include the basics of customer satisfaction, the five dimensions of the service experience, the importance of provider behavior, and the impact of customer complaints.
Participants also learn a model for problem recovery.
This workshop explores how we listen and speak and the barriers to clear communication. Through a variety of activities and assessments, participants will rate their listening skills and learn a model for active listening, the characteristics of effective and ineffective listeners, and four keys to handling sensitive information.