Customer Experience
Customer Service Training
Conflict Resolution
Communication Skills
Studies have shown that dissatisfied customers can actually turn into your most passionate raving fans – if their concerns are handled in a timely and effective manner. Your Customer Service Team plays a critical role in your organizaton.
Typical Customer Service Training include modules on Empathy, Active Listening Skills, Effective Communication, Personality Styles, the Four Step Exploration Process and Conflict Resolution. Programs are set up as a combination of facilitated discussion, group exercises and individual activities where participants will learn both theory and application.
Effective conflict resolution starts with empathy – the ability to understand another person’s point of view. The goal of effective conflict resolution is to reach a ‘win-win’ where both parties feel like they have been heard and each has achieved at least part of what they set out to achieve.
Conflict Resolution is both a stand-alone training program, applicable to any business team, as well as part of a more robust Customer Service Training program. It includes both facilitated discussion and hands-on group activities with real scenarios that have caused conflict in the business.
Communication is the foundation of all success in business. Being able to express and debate your ideas, ask good questions and share key information effectively is important to every role in a business.
Typical modules within Communications Skills include Listening Skills, Non-Verbal Communication, Written Business Communication, Digital and Social Media Communication, Difficult Conversations and Personality Styles.
Communication Skills is both a stand-alone training program, applicable to any business team, as well as part of other training programs including Customer Service, Leadership Development and Sales Training. It includes facilitated discussion and hands-on activities where participants have an opportunity to practice using real business scenarios.