Web-Based Learning
  • Date(s)

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

June 2, 1-2:15 p.m. ET
June 9, 1-2:15 p.m. ET
June 16, 1-2:15 p.m. ET

Overview

Customer service is more than talking to your members; it is about exceeding customer expectations. It is your opportunity to connect with customers, solve problems, and show you care. A great customer service experience can resonate with your members for years to come.

Customer Service Essentials: Your Guide to Creating A Great Experience is a three-part web-conference that offers proven, reproducible communication techniques that will empower you to make every interaction a productive and successful one. Using customized, real-life examples that go beyond theory, you will learn how to apply these techniques to any situation and learn to talk to customers in a relatable, authentic and professional way. The result is a consistent, top level service model that creates a spark throughout your company’s culture.

Join us on June 2, 9, and 16, 2020, at 1 p.m. for Customer Service Essentials and learn to communicate with your members in a relatable, authentic and professional wayin person, over the phone and via email regardless of the situation.

AFTER THE TRAINING, YOU WILL
  • Rock positive voice tone and word
  • Consistently create positive first impressions
  • Guide and control every conversation
  • Understand when and how to use empathy
  • Build and maintain rapport
  • Transform negative messages to aid in customer cooperation
  • Skillfully handle difficult customer interactions
  • Apply standards for internal and external communication


ANTICIPATED BUSINESS OUTCOMES
  • Improved Team Morale
  • More Self-Reliant and Empowered Employee
  • Consistency of Excellent Service
  • Fewer Customer Complaints
  • Breaking Down Silos
  • Improved Customer Satisfaction


PROGRAM MODULES

Module 1 (JUNE 2, 2020, 1- 2:15 p.m. ET)

  1. Mindset Matters
  2. Greeting – For all Callers, Emails and Face-to-Face Interactions (even via webinar platforms)
  3. Acknowledge & Take the Lead

Module 2 (JUNE 9, 2020, 1- 2:15 p.m. ET)

  1. The Critical Importance of Voice Tone and Body Language
  2. Words and Their Meanings
  3. Gems for Conversation
  4. Active Listening

Module 3 (JUNE 16, 2020, 1-2:15 p.m. ET)

  1. Troublemakers to Avoid
  2. Tips and Strategies for Handling Dissatisfied and Difficult Customers
  3. Email Etiquette
  4. Personal Accountability and Ownership Mentality

NOTE: The content in this online program is a subset of the in-person “5301.1 Customer Service Essentials” course that is part of our Cooperative Career Essentials Program curriculum. This web conference provides a high-level overview of customer service tools and techniques for better conversations. The in-person course takes a more in-depth, interactive approach to positive conversations and customer service skills.

This program is intended for individuals in a business-to-consumer role or who have a role in which 50 percent of their responsibilities involve telephone or email conversations with members.

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Fees

$300

Value Pack: $270

*Value pack applies to 4 or more registrants. (The first three registered attendees from one group will receive the regular rate, all additional registrants will receive the $270 rate.)

Members who are registering 10 or more employees, please contact Elda Auxiliaire, elda.auxiliaire@nreca.coop, for additional pricing information.

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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