Workshop: Customer Service
Elevate the value and quality of your customer’s experience with our interactive workshop. Building on core customer service principles, you’ll gain a deeper understanding of how communication skills are at the heart of exceptional service. Learn strategies to position your company and brand more effectively, ensuring consistent messaging across all interactions. You’ll also become better equipped to identify and address issues and conflicts using practical problem-solving and de-escalation techniques. We’ll also cover key legal and ethical considerations relevant to customer service roles.
Key Activities
- Customer interaction scenarios
- Tracking performance with KPIs and metrics
- Mastering de-escalation techniques
Who Should Attend
This workshop is perfect for:
- Customer Service or Customer Experience reps with 1-2+ years of experience
- Customer Service Reps in an inside role, or external facing
Learning Outcomes
By the end of this workshop, participants will be able to:
- Enhance communication skills to improve the overall customer experience
- Ensure consistency in company messaging across various customer touchpoints
- Identify and address common issues and conflicts in customer interactions
- Apply effective de-escalation techniques to resolve challenging situations
Nancy Dewar is a Certified Executive Leadership Coach, PCC and Learning Strategist with a Master of Education and is a Certified Sales Leader, CSL. Nancy has held several senior level positions and led several corporate coaching and learning initiatives. She specializes in leadership development, culture transformation, change management, motivation and mindfulness and has industry experience to include hospitality, automotive, consumer package goods, retail, and pharmaceutical. She is certified with the Learning Styles Inventory, Hogan Assessments, CCL 360, Predictive Index Assessment, and is EQi 2.0 certified.
Additionally, Nancy has written two books “Coaching 101- A Simplified Guide to Coaching in Business” and launched her second book in July 2021 called “One Wild and Precious Life” and has led several keynote addresses for corporate events.