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.


Effective Listening Skills for Leaders

Being a good listener has many benefits, especially in the workplace. People with well-developed listening skills are more productive, are better problem solvers, and have healthier interpersonal relationships. But without the proper training, two things can stand in the way of effective listening: bad habits and style differences. The first step to becoming a better listener is to break and eliminate those habits. The second step is to understand the different ways people listen, along with its benefits and potential trouble spots.

Effective Listening Skills can help anyone become a better listener. Using a five-step process, individuals learn how to eliminate barriers to good listening, improve communication skills, maximize productivity, and build interpersonal relationships.

Workshop Goals:

  • Define and understand the importance of effective listening
  • Understand barriers to effective listening
  • Identify behaviors associated with effective listening
  • Improve performance on the three Dimensions of Listening.
A group of mangers calculated that “their organization paid them 35–40% of their salary for this skill alone" each workday. Listening is the foundation for so many of our business skills; even small improvements can have a noticeable impact on overall effectiveness.  Effective listening will have a positive ripple effect across a person’s entire spectrum of responsibilities.

Learning Outcomes

  • Understand the importance of listening

  • Identify barriers to listening well
  • Identify behaviors associated with effective listening
  • Improve performance on the three Dimensions of Listening
  • Learn how to listen in emotional situations
  • Understand how to improve information flow
  • Learn your NATURAL listening style
  • Discover how to ADAPT your listening

Workshop Details:

Full Day Workshop / including 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 roadblocks to your specific listening style.

Who should attend?

This workshop is developed specifically for service / support team leaders, supervisors and managers



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