Customer service is not a department, it’s everyone’s job — Anonymous

All organizations have customers — both external and internal. How we listen and respond to them is essential in making our organization approachable, profitable, and productive.

Click on the Workshop Title to obtain the course outline.

One-day Workshops

Handling Difficult Conversations With Tact
It’s important to be able to express our views calmly and with confidence even when a situation or meeting becomes difficult and stressful. This program helps us understand how to discuss potentially upsetting information with others either face to face or in a team setting.

Customer Service
Everyone is a customer, internally and externally. Employees leave their place of business because they are not treated the way they wish to be treated. Customers do the same.

Customer Service in a Municipal Setting
All local government employees are part of the customer service process. Yet sometimes a service provider will encounter uninformed, unhappy, and irate customers. This workshop provides techniques for communicating with these people while remaining calm and professional.

Writing Skills for Customer Service
The session explores both the psychology behind customer service writing and a writing style that ensures clear understanding of our message. It will also address the importance of understanding our readers – our customers – and the feelings the organization wants customers to have about it.

Half-day Workshops

Active Listening
Does anyone complain about your listening skills? Do you want to be able to listen better? This workshop will help you reach your goal.

Customer Service: Going from Good to Great!
Dealing with customers – both internal and external – is one of the most difficult and challenging responsibilities. Learn to be an ambassador for your organization.

Quality Service
This workshop discusses what customers expect when they deal with us, what tone and words they expect to hear and what their requirements are.