Course Description:
Teams that interact directly with customers must have a skill set and mindset to meet and exceed the customers' needs. If we can effectively manage these relationships, we can secure delighted and devoted customers. A customer service representative should have a positive attitude, attention to details, product knowledge, attentiveness, problem-solving skills, convincing speaking skills, and effective listening skills.
AICC is offering a 2-day training course covering customer service communication skills and key organizational skills for those who are on the front line with direct contact with customers. The first day, attendees will hone their communication skills including how to deliver bad news, handling customer complaints and improve listening skills. We’ll elevate the conversation on the 2nd day when we discuss how to leverage communication and process improvement skills to build stronger and productive relationships with the departments we work with. Feeling overwhelmed or over-committed or unorganized? The second day we will tackle getting organized!
Let’s dig into organizing your work space and computer files, project scheduling and time management skills as well as how to prioritize activities.
Learning Objectives:
- Impact on External Customers
- Cultural Working Experience
- Speed Up Systems and Processes
- Create Service Standards
- Employee Training
- Manage Performance
- Job Swap
- Process Improvement Teams
Hotel Information:
The Westin Chicago Northwest
400 Park Blvd.
Itasca, IL 60143
Book Online
Registration Fees:
Member Fee: $1,295
Non-Member Fee: $2,000
Register Now!
Wednesday, October 23, 2019
Day 1: Get 'your house' in order!
8:00 AM Welcome/Introductions
8:20 AM Organization Tips and Techniques
9:50 AM Break
10:00 AM Organization Tips and Techniques
12:00 PM Lunch
1:00 PM Handling Multiple Projects at One Time
3:15 PM Break
3:30 PM Internal Team Dynamics
4:50 PM Wrap-up
5:00 PM Adjourn
Thursday, October 24, 2019
Day 2: Elevate those communication skills!
8:00 AM Announcements/Review
8:20 AM Interpersonal Skills Overview
9:50 AM Break
10:00 AM Listening for Success
12:00 PM Lunch
1:00 PM Delivering Bad News
3:15 PM Break
3:30 PM Handling Customer Complaints
4:50 PM Wrap-up and Overview
5:00 PM Adjourn
Suzy Cummins, Facilitator/Trainer/Consultant, Next Gear Consulting
Suzy Fores Cummins is a versatile team leader and problem solver with 30 years operations experience in the paper packaging industry. She has a diverse background in customer service, quality and process improvement, lean manufacturing, HR, Safety, and policy development. She builds cross-functional teams, demonstrates exceptional communication, and models critical decision-making skills. As a systems thinker she is able to lead and teach with awareness of a strategic macro view, and the judgement to dig in to the detail as needed.
All course cancellations must be made in writing and sent to AICC, P.O. Box 25708, Alexandria, VA 22313, or faxed to (703) 836-2795. Registrants who cancel more than three weeks prior to the program date are entitled to a full refund of the registration fee; three weeks or less, but more than one week, a cancellation penalty of 50% of the registration fee will be assessed; less than one week and no shows, no refund. AICC does NOT offer refunds for those who cancel within three weeks of the program date and wish to reschedule their participation to another program or to the same program on a later date. However, substitutions are allowed and strongly encouraged and can be made from the same company for the same course date. If AICC cancels any program, a full refund will be provided. AICC may cancel programs if attendance does not meet required levels. Be sure to phone AICC to confirm a course is being held before making non-refundable airline tickets. Travel fares and hotel deposits cannot be reimbursed.
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