for Tribal Organizations
||November 4 - 5, 2021
||12:30 p.m. EDT; 11:30 a.m. CDT; 10:30 a.m. MDT; 9:30 a.m. PDT; 8:30 a.m. AKDT
||ONLINE - VIRTUAL TRAINING
Attend this LIVE, ONLINE TRAINING presented by our expert, who will be using all the interactive training tools used in the classroom and more. Youíll be able to ask questions, respond to polls, and collaborate with others. Donít let anything interrupt your training needs. Join us online and experience a different way of learning!
Please click here for Virtual Training FAQs.
A few adjustments to the way you communicate with your co-workers and customers can result
in great gains in productivity. From dealing with difficult people to setting daily habits that will
keep your workplace running smoothly and your customers coming back happy, this class
introduces the fundamentals of positive communication and customer service. Youíll learn how to
avoid problems before they even arise, and how to communicate in ways that make people feel
that they are always right, even when itís impossible or impractical to satisfy their every need.
|T O P I C S I N C L U D E
Communicating in a Team Environment
- Time management:
- Identifying time wasters
- Getting organized
- Setting goals and priorities
- Managing multiple tasks
- Stress management:
- Stress indicators
- Effects of stress
- Diffusing stress
- Guidelines for problem-solving
- Decision-making process
- Understanding group dynamics
- Checklist for a productive meeting
- Characteristics of an effective group
- Characteristics that inhibit team performance
What is Customer Service?
- Cooperative communication skills:
- Verbal vs. non-verbal
- Communication barriers
- Breaking down defenses
- Mastering listening skills
- Assertiveness techniques
- Ensuring customer satisfaction:
- Maintaining your cool with difficult people
- Giving clear and concise information
- General etiquette
- Working effectively as a team
- How to define "customer"
- Establishing a customer service philosophy
- Basic customer service principles
- How is customer service unique for tribal governments?
|Tools for Improving Your Personal Customer Service Style
Tools for Improving Your Department's Customer Service
- Listening skills
- Cooperative language
- Building rapport
- Problem-solving techniques
- Using proven phrases
Topics subject to change
- Identifying "Moments of Truth"
- Assessing your department's customer service
- Creating a "Customer Bug List"