Our team of experienced leaders in sales, marketing, call center management, training and development will evaluate objectively each customer touch point in your process, defining each department's role in the overall service delivery process. We believe contact centers that implement and focus on a customer centric approach to the overall service delivery work more effectively because the whole organization becomes involved and accountable for the customer experience.
 
Customer Service 101 is a division of Evans Consulting Group focused specifically on customer service training and development. We offer customized customer service training programs to meet your organization's specific needs. Depending on your training requirements, we offer instructor-led workshops at your site or develop programs for your team to deliver.

Sherry Redden Evans, managing director of training & development, is recognized in the customer service community as a leader and is an accomplished speaker in the dynamics of customer service delivery within organizations. Sherry and her team will be with you every step of the way from the needs analysis to post assessment follow-up to ensure the success of the program.


SELECTED WORKSHOP DETAILS
Customer Service 101

The Power of Active Listening
What is Your Listening Style?

Attitude Versus Active Listening

The Power of Active Listening: What is Your Listening Style?

4-Hour Workshop

Workshop Details: There are five types of listening styles and as many approaches utilized while listening. Find out what your listening style is. Learn your listening strengths and limitations. The Listening model will help you understand where you need to concentrate your efforts to improve active listening skills.

Workshop Purpose: To improve your active listening skills takes practice and effort  You will learn  a set of specific skills you will want to utilize during a conversation to improve your listening ability as well as your aptitude to respond appropriately.

Benefits of Being an Active Listener:

  • Increased productivity
  • Improved interpersonal skills
  • Avoidance of conflict, both with internal as well as external customers
  • Fewer complaints and misunderstandings
  • Increase in team and department morale, with this "positive behavior" spilling over to others, which in turn could begin impacting the entire culture of the organization.

Skills Learned:

  • Learn your listening style and personal listening profile.
  • Learn how the listening model predicts visible and invisible aspects of listening.
  • Learn how to stay focused on the message.
  • Learn how to capture the message effectively.
  • Learn how helping the speaker is integral to active listening.
  • Learn how well you currently listen and pinpoint areas for improvement.
  • Learn when to use empathy in the listening process.

Workshop Details

  • Four-hour workshop / plus one-hour post workshop skills practice (for those who choose to participate) using applicable work scenarios from your organization to practice the new listening skills and identify any roadblocks to your specific listening style.
  • Audience: this workshop is developed around listening skills for the service/support representatives who communicate with the customer.
 
 
 
 

 

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