Courses
  • Date(s)

  • Offered
    • Face-to-face
    • Online
    • On-site

Overview

"This course is good for the new hire and a great refresher for seasoned front line agents. Each of us are in the love with the way we do business and often this signifies we have closed the door to other potentialities. Be a life-long learner."
- 2020 Customer Service Essentials participant

Excellent customer service is at the heart of the cooperative business. How an individual respond to a high-bill complaint, power outage or rate increase can make the difference between a happy, loyal and engaged member and one that is unsatisfied and discontent.

In this course, you will gain foundational knowledge, leverage proven techniques and apply best practices that will help you increase consistency and professionalism needed to create positive impressions with every member interaction.

With Customer Service Essentials you will learn how to communicate with members in a relatable, authentic and professional way—in person, over the phone and via email.

This class is limited to 25 participants. Enrollment is first come, first served.

Learning Objectives
  • Be aware of specific standards that are expected within each and every phone call, email communication and customer interaction, and how to achieve that standard.
  • Learn how to productively resolve conflict using words and phrases that produce positivity and promote progress.
  • Learn techniques to develop customer rapport and conversation control from the beginning.
  • Guide a phone conversation or email communication from the start and stay in control, while ensuring that the customer's needs are not only met but exceeded.
  • Learn purposeful use of communication tools: word choice, voice tone, body language and proper email etiquette.
  • Deliver a difficult message and move conversations forward productively while keeping the customer’s receptivity and engagement intact.

Key Topics
  • Handling difficult customers
  • Customer etiquette
  • Positive communication
  • Personal responsibility/ownership mentality

Certificate Program
Yes

Curriculum

Instructors

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Fees

$619

All three sessions of the course must be completed to earn one (1) course credit toward the Cooperative Career Essentials Certificate. Attendance will be checked before each session. This class is limited to 25 participants. Enrollment is first come, first served.

Competencies

CORE COMPETENCIES
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ROLE-SPECIFIC
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SUPERVISORY, MANAGEMENT AND LEADERSHIP
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FAQs

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