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Providing good customer service can be challenging and is an essential skill for everyone that works with the public. This workshop will provide you with strategies and approaches to enhance and refine your approach to customer service. Topics include: communication essentials, knowing your own communication style, the role of perception and the power of re-framing in your interactions, and how to defuse potentially volatile customer service situations.

Learning Outcomes:

• Define 'customer service' (CS) and identify their own 'customers' at ÃÛÌÒ´«Ã½
• Describe how communication skills affect customer service
• Recognize how perceptions vary between customer and provider and when to use re-framing skills
• Recognize the limits of customer service interactions with respect to harassment and potential violence
• Identify some skills to diffuse challenging customer service situations

Competencies:

The workshop will help increase the following competencies included in ÃÛÌÒ´«Ã½ Competency Dictionary:

• Client Orientation
• Builds Relationships
• Decision Making and Judgement