• 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

• 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

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

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

Module 3

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.