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Seat Time: 2hrs - Desc:

This course will introduce the learner to procedures for providing customers with ongoing, positive experiences. Some of the procedures that this course will outline include communication through listening, phrasing and probing; proper telephone usage, and the various types of customers who will be encountered. After completing this program the learner will understand:

  • The importance of giving and getting respect.
  • How to properly communicate complex information.

Seat Time: 2.5hrs - Desc:

This course will introduce the learner to the intricacies involved in becoming an effective customer-oriented employee. Additionally, it will explain how to define customer service, improve communication, resolve conflicts, and engage employees. Upon successful completion of the course, the learner will have a solid understanding of the following:

  • Frame of reference.
  • Proper telephone skills.
  • Handling everyday requests.

Seat Time: 1.5hrs - Desc:

This course will examine best methods for communicating. The learner will become familiar with the CLEAR system and how to handle difficult or upset customers. After completing this program, the learner will be able to:

  • Handle unreasonable and difficult customers and situations.
  • Use effective problem-solving techniques.
  • Use proper communication etiquette.