In 2012, we were pleased to provide to individuals and organizations in the upper Midwest, a one-day Customer Service Workshop!

Workshop Description

This one-day workshop is a practical introduction to, and refresher of those basic Customer Service and Customer Contact functions needed in today’s very competitive business world. The workshop focuses on what happens before, during and after a ‘Customer Moment’. It trains the workshop participants on how customers think, act and re-act during these ‘Moments’. The workshop is fun, fast-paced, practical and grounded in the real world, not just academic theory. The participants learn, observe, interact, role-play and assess themselves and others in the core elements of customer interaction. This workshop is based upon the following customer service transaction model:

Intended Audience

This workshop is great for those who directly work with an organization’s customers, such as customer service representatives, sales people, front desk staff, city desk staff, delivery staff, project management staff, construction supervisors, receptionists and marketing personnel. Feedback from past participants show high ratings for student engagement, expert facilitation, immediately applicable tools and techniques, and ultimately sustained, positive customer contact change.

See the full training schedule

Upon completing the program, you will:

• Understand what the customer means to an organization
• Understand their role in inter-acting with an organization’s customers
• Understand their own personal inventory of customer interaction skills
• Understand the basics of the ‘5 “A’”’ of Customer Contact’
• Understand the basics of each ‘Customer Moment’
• Understand the importance of ‘reading’ and ‘matching’ and ‘listening’ to the customer
• Understand the variables of emotions, moods, personalities and communication styles of customers.

On-Site Workshops

Customer Skills can also make arrangements for this Customer Service Workshop to be offered at your organization. You might find it is easier, and more cost effective, for one of our trainers to come to your site and teach this Workshop to your staff. Your staff participates in the same learning experience offered at our public Workshops, but with the convenience of being at your site and the benefit of covering the material with company peers, and perhaps company situations.

For more information on on-site Workshops, please contact us at 612.242.8222 or info@customerskills.com.

Previous Comments

“The four members of my department who attended this workshop came back the next day and were much more confident and relaxed about their contact with our clients.”
-Sara Maciej, Cheney Carpet

“I was amazed at how John was able to apply real life situations that I could totally relate to in my business. He definitely gave great suggestions on how I can grow my business. Thank you!”
-Michelle Ryan, Ryan & Associates, LLC