Key focus areas include:

• Effective Coaching Techniques
• Communication Skills; Giving and Receiving Constructive Feedback
• Emotional Intelligence
• Effective Time Management Strategies
• Understanding and Supervising Different Generations
• Conflict Management / Dealing with Difficult Behaviors

Skill Building

Clarify objectives and plan for results | Set-up group goals and priorities | Identifying your personality style | Communicate effectively in today’s new work environment, to different personality types | Monitor and manage your emotions and the emotions of others |Develop your team’s communication skills | Be more assertive without being aggressive | Understand behaviors that lead to conflict | Quickly resolve conflict situations.

Workshop Series Dates

• Thursday, June 8, 2023

All sessions are from 8:30 a.m. - 3:30 a.m. in the Schmidt Training and Technology Center. Lunch will be provided.

Highly functioning Customer Service teams are viewed by their customers as partners, not simply suppliers. The ability to effectively represent your company to the customer and the customer to your company is a competitive differentiator that requires skilled and aligned customer service team members.

Focus Areas

• Managing dual roles: Representing the customer to your company, and Representing your company to the customer
• Determining Customer Wants vs. Needs
• Balancing a Customer vs. Product Focus
• Interacting with Different Customer Personality Types
• Knowing Your Customer’s Business
• Communicating Effectively: Communication Types, Communication Model, and Listening Skills and Blocks
• Handling Non-Standard and Out of Scope Requests
• Dealing with Difficult Customer Situations
• Managing Time and Tasks in a Customer Service Environment
• Analyzing a Customer SWOT

Workshop Series Dates

• Thursday, June 8, 2023

All sessions are from 8:30 a.m. - 3:30 a.m. in the Schmidt Training and Technology Center. Lunch will be provided.