Gain an understanding of how customer service and communication can build trust and create successful customer relationships.
As a government professional, it might surprise you to know that in today's tech-driven, ever-automated work environment, the pillars of success, productivity, and serving the public remain communicating effectively and delivering stellar customer service. In fact, they matter more now than ever! Regardless of your role within government, customer service is built into your position. Whether you're directly serving external customers or supporting your colleagues internally, customer service is central to your success. How well do you serve others? And how effectively do you communicate this care, concern, and compassion? How adept are you at addressing the needs of an array of personalities, needs, and challenges of those you serve? Can you skillfully communicate options, choices, and outcomes, express empathy when delivering bad news, and use civility and the powers of inquiry consistently to care for your customers? Learn about techniques, tools, and strategies to build trust, solve problems, and be the government champion who partners with customers for success.
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Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Agenda
Powering Up
- Putting a Face on Government
- Your Power to Make a Difference
- Endowing Customers With Power and Choice
- The Difference You Make
Tooling Up
- The Power of Politeness: Civility, Cordiality, Etiquette and Humanity
- Listening: The Key to Understanding, Building Trust and Problem Solving
- The Power of NOW, WOW and VOWs
- Communicating and Serving Across Platforms in 2021
Dialing Up
- Understanding Telephone Transactions: Rapport, Reasoning, Results
- Applying Your Voice in Myriad Modes
- Give Voice to Customers
- Forwarding the Action
Wrapping Up
- Close the Case; Resolve the Issue; Thank Them for a Positive Aftertaste
- Celebrating the Partnership
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Credits
OnDemand Course
This course was last revised on July 15, 2021.
Call 1-866-352-9540 for further credit information.
This program does NOT qualify, nor meet the National Standard for NASBA accreditation.
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
Faculty
Craig Harrison
Expressions of Excellence! (TM)
- Founder of Expressions of Excellence!™, a full-service training firm helping sales and service professionals engage and express, sell, and excel in the marketplace
- Coaches organizations to tell their and their client's success stories, design and deliver great customer experiences, and communicate for success
- Author of Stellar Service: Merge NOW with WOW to Win Customers for Life! (www.mergenowwithwow.com)
- Author of the Good, Better … BEST! series of books on communication and leadership, a pocketbook on leadership, three tips booklets, a CD, and hundreds of published articles on sales and service, communication, leadership, excellence, and more
- Founding president, dean emeritus of the Speakers Academy of National Speakers Association — Northern California chapter
- Instructor, University of California Santa Cruz, Silicon Valley Campus since 2001
- Interviewed John Wooden, Chesley “Sully” Sullenberger and Harvey Mackay, and has been interviewed by 60 Minutes, BBC Radio, and Financial Times of London
- Clients include Pfizer, McKesson, Plantronics, ATT, headsets.com, U.S. Army, nolo.com, Hilton Hotels, dozens of national and regional associations including NSA, MPI, CalSAE, HSMAE, CIBC, HDI, PMI, NAPO, NACE, and SGMP
- Senior consultant, www.TheConsultingTeam.com, facilitating positive change
- Can be reached at 510-547-0664, [email protected], or www.ExpressionsOfExcellence.com
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More Program Information
Why Lorman?
Over 37 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.
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