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Overview

Be your best. On purpose. Every time.

Excellent customer service is at the heart of the cooperative business. How an individual responds 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 one-day 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.

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
Where to Take This CourseCertificate Program

Cooperative Career Essentials Program

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Competencies

CORE COMPETENCIES
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ROLE-SPECIFIC
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SUPERVISORY, MANAGEMENT AND LEADERSHIP
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