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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

Email Communications and Best Practices

The Power of the Written Word

It's easy to convey the impression that you're unprofessional or careless if you don't follow some basic principles of good business writing.  Once thought to be a dying form of communication, the ease and prevalence of e-mail has made this form of communication more relevant, and visible, than ever before.  Understanding the skill of the written word is critical in composing a professional, effective email.

What You Will Learn:

  • The basics of writing skills and how to write a professional email
  • How to craft the content of the email
  • How to handle sensitive and confidential information
  • How to project kindness, empathy, and professionalism
  • How to manage emotions to prevent escalations
  • The most current best practices to writing effective emails that recognize different emotions and distinguish degrees of intensity

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 your writing and email skills
  • Maximum 25 attendees
  • Audience: anyone in the organization who interacts via email with the internal and external customer, coworker, or staff.
<p class="webinarSubTitleVerticalSpc"><span class="webinarPageTitles">When Tempers Flare - How to Remain Calm and Take Control For a Positive Outcome!<br /></span></p>
<p>Understanding and improving the connection between emotions and actions is crucial to business and personal success. Learning how to defuse emotions and find common ground in addressing the issue plays a key role in our professional success.   Learning to recognize different emotions and separate the degrees of intensity is a skill that can be learned.  This allows individuals to better manage their relationships with others, and is especially important in environments that are constantly changing or emotionally charged.</p>
<p class="subPageHdr"><img src="/evansTEST/admin/uploads/workshop_irate.jpg" style="margin-top: 5px; margin-bottom: 5px; margin-left: 10px; margin-right: 10px; border: 0; float: right;" height="225" width="200" />What You Will Learn:</p>
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<div>How to recognize different emotions and distinguish degrees of intensity</div>
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<div>How to avoid getting trapped  in emotions which cause you to lose your objectivity</div>
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<div>How to use the 4 B’s to keep calm</div>
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<div>How to use emotions to your (and the customers) advantage</div>
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<div>How to address feelings by developing an emotional vocabulary to describe emotions with clarity and defuse anger</div>
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<div>The four key emotional skills: identifying, leveraging, understanding and managing the emotions</div>
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<p class="subPageHdr">Workshop Details</p>
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<li>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 your emotional intelligence skills in defusing an irate customer and identify any knowledge gaps in the process</li>
<li>Maximum 25 attendees</li>
<li>Audience: front line call center agents, help desk support, face to face service representatives, ahyone who deals with upset people.</li>
</ul>
 
 
 
 

 

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 THE IMPACT OF FIRST IMPRESSIONS
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Will Always Remember How You Made Them Feel"