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

How to Engage in the Interaction and Project an Empathetic Attitude

Customer Service is first and foremost about your attitude.  If you are friendly, most people will reflect that friendliness back to you, right?  This workshop is about  recognizing how your attitude  and  behavior can impact the interaction and most importantly the outcome of the interaction.

What You Will Learn:

  • Simple steps to choosing (and keeping) the right attitude throughout the workday
  • How your behaviors can be mistaken as a negative uncaring attitude, even when you are
    trying to be positive
  • How to manage your emotions and expressions
  • How to recognize different emotions that can escalate the conversation
  • How to use the right words and a step-by-step process to express sincere empathy
  • How to project an image of sympathy and steadiness to others
  • How to stay focused and engaged in the interaction to ensure a positive interaction

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 attitude and behavior skills and identify any knowledge gaps in the process.
  • Maximum 25 attendees
  • Audience: contact and support representatives, first-time supervisors and team leads
 
 
 
 

 

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