Description
Learn in a classroom environment with your peers, virtually with an instructor online.
Course Length: 1 Day
Target Audience: General
Learning Objectives:
- Examining client service competencies and service indicators that enhance client service and improve performance.
- Dealing with difficult clients in a respectful and productive manner.
Course Content:
- Examining the key client service indicators
- Telephone etiquette 101
- Effective interactive communications
- Examining difference communication styles
- The do’s and don’ts of effective communications
- Understanding the value of emotional intelligence in dealing with difficult behaviours
- Dealing with conflict
- The ground rules for effective conflict resolution
- How to calm emotional clients
- Tips for battling burnout
- Tips for handling telephone calls effectively
This is a highly interactive workshop. Several self-assessment tools will be used to assist in the understanding and learning process. Participants will work in teams and groups on several exercises and then come together in plenary for group discussion, sharing, input and learning.
Supplement Material
A student manual is available for the learner to follow during the instructor’s presentation.
Benefits to the participants
Throughout the activities, the learners will look at different elements to be efficient when dealing with clients on the telephone.
Course Evaluation
A course evaluation will be completed by the learners once the course is finished.
Note: The course outline may be subject to change.
