MRA’s program of three, half-day sessions challenges those who interact with customers to move from “business as usual” to high performance, results-oriented customer service that delights clients and improves the bottom line. This three-part program hones essential communication skills, improves presentation across all mediums - telephone, email, and face-to-face - and cultivates creative problem solving skills that delight customers.

What You Will Learn:

Day 1: Enhance Your Customer Connection: Winning Listening and Communication Skills

• Describe and gain additional knowledge of the four primary needs of customers
• Explore listening skills to ensure communications are effective
• Examine practical techniques for managing communication vehicles; particularly email
• Develop and strengthen the professional image portrayed to customers (internal and external) via the telephone and face to face encounters

Day 2: Business Acumen: The Key to Long-Term Relationships with Customers

• Gain an understanding of the key financial concepts that drive their customer’s business.
• Develop a clarified vision of customer service from the customer’s viewpoint
• Discover helpful suggestions on how to develop leads and better relationships
• Learn what to do when things “get quiet”.

Day 3: Delight Customers With Creative Problem Solving and Resourceful Solutions

• Examine effective communication skills focusing on the effect nonverbal communication
• Understand the “big picture” messages to meet customers’ needs
• Describe steps to creative customer service problem solving
• Explore effective methods to diffuse and handle difficult/angry customers

Participants:
For anyone who has responsibility for building positive customer relations with internal and/or external customers.

Fees:

Members: $475
Non-Members: $625

CEUs: 1.05 (10.5 hours)