Customer Service Professionals are responsible for responding to inquiries, complaints, resolving challenges, explaining policies, procedures, and doing all this in a manner that builds rapport and trust with everyone they encounter.  These tasks require exceptional Interpersonal Skills in a fast-paced environment with a broad range of co-workers and customers.  Individuals are better prepared to respond effectively to any situation when they possess interpersonal skills to better communicate with diverse clients and respond to their needs.

Learning Objectives:

• Identify skills and competencies required to be effective customer service professionals
• Identify five drivers of customer satisfaction
• Develop and practice effective interpersonal skills
• Identify and apply techniques that build trust and rapport with all customers
• Learn and practice the steps to create successful interactions, work-related attitudes and behaviours

Who should attend?

Management and all levels of staff