Leadership Series: Customer Service

Leadership Series: Customer Service

• North Country Chamber of Commerce
• 9.3.15 - 9.3.15
• 8:00 AM - 4:00 PM
• Member: $200.00 / Non-Member: $300.00

What Customers Look for

• Business Expertise and Image
• Dedication to the Customer
• Account Sensitivity and Guidance

Telephone Etiquette

• Caller Satisfaction Profile
• What We Expect from a Person Answering the Telephone
• Powerful Telephone Behaviors
• Better Listening on the Telephone
• Skill Practice

Handling Difficult Customers

• Active Listening
• Empathizing
• Finding a Solution
• What Not to Say
• DVD

Non-Verbal Communication

• The Components of Communication
• The Importance of Voice
• Body Language

Various

• Self- Assessment: Customer Service Skills
• Customer Service Efficiency Formula
• Customer Satisfaction Quiz
• Learn to Tell Bad News Positively

WHO SHOULD ATTEND
People involved in any customer service function, whether front line or administrator

METHODOLOGY:

In keeping with the seminar leader's philosophy that adults learn best by doing, this seminar will be action-oriented, participat­ive and practical.  A variety of methods will be used to ensure that the day you spend at this seminar will give you practical ideas that you can apply immediately when you go back to work. There will be brief lectures, class discussions, individual exercises, and practical sessions through role plays. DVDs will compliment the course material. A binder of work-notes will be pro-vided to minimize note-taking and to act as a valuable continuing reference for on-the-job use.

This seminar has been designed with you, the participant in mind. You will therefore find it enjoyable, enlightening, stimulating, practical and valuable to your career.

Speaker: Paul Lofuts, Paul Loftus & Associates

Paul Loftus  is an Industrial/Organizational Psychologist and a Freelance Journalist.  He has conducted management development seminars throughout North America, Europe, the Middle East and Asia.

His seminars cover various areas of management skills including media interviews, cross cultural competence, managing diversity and the various seminars he will be conducting for the North Country Chamber.

He has appeared on a number of television and radio shows in Canada, Bermuda and Europe.  He co-hosted a community television program in Montreal for many years. Mr. Loftus has had numerous articles published in journals in North America, Europe and Asia.  He co-wrote the book “Time Well Spent: Getting things done through effective time management” which was published by Kogan Page.

Mr. Loftus graduated from University College Dublin, Ireland, with a B.Comm. and from Concordia University in Montreal with a B.A. in Psychology. He holds an M.Sc. in Industrial/Organizational Psychology from Lamar University, Texas.

His professional affiliations include membership in The American Society for Training and Development, The American Management Association, The Society for Human Resource Management, The Society for Intercultural Education, Training and Research, The Montreal Press Club, The Ireland-Canada Chamber of Commerce and others.

• Cancellation must be received 3 days before day of seminar and may be subject to refund charges & no shows will be charged!
• Registration fee includes cost of meals/refreshments.

CLICK HERE FOR A COMPLETE LIST OF LEADERSHIP TRAINING SESSIONS