Advanced Customer Service: Dealing with Difficult Situations
When:
Wednesday, October 23, 2024
9:00 AM 鈥� 12:00 PM
9:00 AM 鈥� 12:00 PM
Where:
Mackintosh-Corry Hall
Room: B176 Seminar Room (Once you're in the building, take the stairs or elevator across from the cafeteria down to the basement and you will see the Faculty and Staff Learning Facilities straight in front of you. )
Find on Campus Map
Room: B176 Seminar Room (Once you're in the building, take the stairs or elevator across from the cafeteria down to the basement and you will see the Faculty and Staff Learning Facilities straight in front of you. )
Find on Campus Map
Description:
Providing good customer service can be challenging and is an essential skill for everyone that works with the public. This workshop will provide you with strategies and approaches to enhance and refine your approach to customer service. Topics include: communication essentials, knowing your own communication style, the role of perception and the power of re-framing in your interactions, and how to defuse potentially volatile customer service situations.
Learning Outcomes:
- Define 'customer service' (CS) and identify their own 'customers' at Queen's
- Describe how communication skills affect customer service
- Recognize how perceptions vary between customer and provider and when to use re-framing skills
- Recognize the limits of customer service interactions with respect to harassment and potential violence
- Identify some skills to diffuse challenging customer service situations
Competencies:
The workshop will help increase the following competencies included in Queen's Competency Dictionary:
- Client Orientation
- Builds Relationships
- Decision Making and Judgement
Contact:
Cost:
Free
Registration:
For More Info:
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