Highly functioning Customer Service teams are viewed by their customers as partners, not simply suppliers. The ability to effectively represent your company to the customer and the customer to your company is a competitive differentiator that requires skilled and aligned customer service team members.

Focus Areas

• Managing dual roles: Representing the customer to your company, and Representing your company to the customer
• Determining Customer Wants vs. Needs
• Balancing a Customer vs. Product Focus
• Interacting with Different Customer Personality Types
• Knowing Your Customer’s Business
• Communicating Effectively: Communication Types, Communication Model, and Listening Skills and Blocks
• Handling Non-Standard and Out of Scope Requests
• Dealing with Difficult Customer Situations
• Managing Time and Tasks in a Customer Service Environment
• Analyzing a Customer SWOT

Workshop Series Dates

• Thursday, April 6, 2023
• Thursday, May 11, 2023
• Thursday, June 8, 2023

All sessions are from 8:30 a.m. - 3:30 a.m. in the Schmidt Training and Technology Center. Lunch will be provided.

Three Skill-Building Workshops with Clear, Relatable Tools for Supervisors / Team Leads.

Live Virtual Instruction with Multiple Dates.

Week 1 - Awareness

Effective Communication, Team Building

• Defining a good leader, Your role in the workplace
• How do I rate now?, How do I improve?, The #1 skill needed to succeed

Week 2 - Empowerment

Leading as a Coach, Performance Management Techniques

• The 5 languages of motivation
• Positive Reinforcement Techniques

Week 3 - Confidence

Communicating with Difficult People, Managing Conflict

Handling Stress in the Workplace, Time Management and Goal Setting

• Authentic Leadership - remaining true to yourself in difficult situations
• Documentation Best Practices

Workshop Series Dates

• Wednesday, April 12, 19, and 26, 2023
• Wednesday, May 17, 24, and 31, 2023
• Wednesday, June, 7, 14, and 21, 2023

All sessions are from 8:00 a.m. - 11:00 a.m. in the Schmidt Training and Technology Center

Empower your teams for maximum performance.

Learning Objectives:

• Fundamentals and Key Considerations
• Establishing Desired outcomes with Stake Holders and Trainers
• Developing Meaningful Content
• Interacting with Different Behavior Styles
• Facilitating vs. Presenting
• Doing is Learning - Exercises and Group Interaction
• Managing Classroom Dynamics
• Communicating Purposefully / Practicing Active Listening
• Pulling It All Together

Key focus areas include:

• Effective Coaching Techniques
• Communication Skills; Giving and Receiving Constructive Feedback
• Emotional Intelligence
• Effective Time Management Strategies
• Understanding and Supervising Different Generations
• Conflict Management / Dealing with Difficult Behaviors

Skill Building

Clarify objectives and plan for results | Set-up group goals and priorities | Identifying your personality style | Communicate effectively in today’s new work environment, to different personality types | Monitor and manage your emotions and the emotions of others |Develop your team’s communication skills | Be more assertive without being aggressive | Understand behaviors that lead to conflict | Quickly resolve conflict situations.

Workshop Series Dates

• Thursday April 27, 2023
• Tuesday, May 16, 2023
• Thursday, June 8, 2023

All sessions are from 8:30 a.m. - 3:30 a.m. in the Schmidt Training and Technology Center. Lunch will be provided.