Public Seminar: Critical Elements of Customer Service

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Public Seminar: Critical Elements of Customer Service

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Customer service

Join us on July 28 and 29 from 9 a.m. to 5 p.m. for our Critical Elements of Customer Service public seminar. Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two day workshop will help you in all of these areas, and more!

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Participants will recognize that service delivery is an individual response value, understand how your own behavior impacts the behavior of others, develop more confidence and skill as a problem-solver, communicate more assertively and effectively and learn how to make customer service a team approach.

Course Outline

  • What is Customer Service?
  • Who Are Your Customers?
  • Meeting Expectations
  • Presenting Yourself Properly
  • Setting Goals and Targets
  • Standards
  • Communication
  • Telephone Techniques
  • Managing the Talkative Caller
  • Dealing with Difficult Callers
  • Dealing with Challenges
  • Dealing with Difficult People
  • Increasing Your Assertiveness
  • The Problem Solving Process
  • Seven Steps to Customer Problem Solving
  • The Recovery Process
  • Eliminating Customer Service Problems

A course fee of 8,500 plus VAT includes instruction by an expert facilitator, small group workshops that provide active learning, snacks, lunch, a specialized student workbook and a personalized certificate of completion.

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About the Facilitator

Dr. Rosario Alzona holds a Master’s Degree in Statistics and Ph.D in Organizational Development. She is an accomplished Organizational Development professional with almost 20 years of experience in diverse workplace environments. She has varied experiences in organizational assessment, OD intervention design and implementation, learning and development and process/procedure design and development. Dr. Alzona has taken various Information Technology and OD Consultancy projects with several Consulting firms and has taught for ten years in the Graduate School of several universities and colleges in diverse topics of management and leadership. She is a frequent speaker at various seminars and workshops with topics on Leadership, Team Building, Organizational Assessment, Strategic Planning, Change Management and Appreciative Inquiry. She is a High-energy Trainer and Creative Facilitator, skilled in guiding learners through engaging breakthrough learning opportunities.


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