Parkland College

Customer Service Series

 

Communicating for Superior Service

Assess to what degree you utilize each dimension of behavior in a situation to help build productive teams, improve customer service, and ease frustration and conflict throughout your organization. Increase customer satisfaction and service by identifying your customers’ primary DiSC Dimensions of Behavior and their preferred approach to communication and problem solving.

 

Wed Aug 28 WBT 953-001Z Fee: $135 Register

1-5pm Deadline: Aug 21

 

 

Reaching for Stellar Service

Explore the value of stellar service and the role of the service provider in achieving it. Discuss the challenges and benefits of building customer loyalty, and learn to take advantage of key defining moments in customer interactions. Identify the three dimensions of service while using four key STAR qualities that customers—both external and internal—expect, to evaluate and improve the service you deliver.

 

Wed Sept 18 WBT 960-001Z Fee: $135 Register

1-5pm Deadline: Sep 11

 

 

Caring for Customers

Help service providers develop skills for delivering friendly, attentive service that demonstrates interest in and care for customers on a human level. Employ four caring responses that communicate the customer’s value to your organization, while applying three skills that demonstrate appreciation and sensitivity to patron concerns. Convey to service employees why meeting customers’ human needs is essential to success.

 

Wed Oct 9 WBT 951-001Z Fee: $135 Register

1-5pm Deadline: Oct 2

 

 

Healing Customer Relations

Service providers can develop the skills to serve customers who are concerned, angry, or upset after a service breakdown. Explore common reactions to customer service breakdowns and apply four guidelines for effectively restoring customer trust. Teach providers to use defusing techniques; manage their own reactions to emotional statements; take appropriate actions to address and resolve concerns; and heal relationships with frustrated.

Wed Nov 6 WBT 974-001Z Fee: $135 Register

1-5pm Deadline: Oct 30

 

 

Dazzling Your Customers

Enhance the ability of service providers to make customers feel special and valued, thereby creating experiences so surprisingly positive and memorable that customers will tell others about them and want to sustain their relationships with the organization. Select from a variety of dazzling actions that are appropriate and meaningful to individual customers, building rapport and creating defining moments.

 

Wed Dec 4 WBT 985-001Z Fee: $135 Register

1-5pm Deadline: Nov 27