Target the necessary skills for successfully managing interactions with customers.
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CSP Service Area 1 Competencies | Met by demonstrating knowledge, skill, or ability to | Training Classes |
|---|---|---|
| Communicating with Customers | distinguish appropriate from inappropriate e-mail usage maximize your telephone effectiveness compose effective messages identify how your voice and body language affect customers increase your productivity by listening improve communication, problem solving and conflict management skills in the workplace | CBL - Administrative Assistant Skills: Enhancing Your Skills CBL - Building Relationships CBL - Communicating with Difficult People: Handling difficult Co-Workers CBL - E-mail Etiquette: Writing Effective E-mail Messages CBL - Excellence in Service: Working with Upset Customers CBL - Interpersonal Communication: Effective Communication CBL - Listening Skills: Listening Challenges CBL - Self Development: Developing Rapport Through Communication CBL - Self Development: Increasing Your Assertiveness CBL - Telephone Skills Management Basics: Soft Skills 101 On the Phone: Positive Telephone Techniques (*)Positive Start Powerful Documents: Design for Impact The Supervisor's Apprenticeship: Skills for Rising Leaders |
| Customer Related Decision Making | understand that customer related decision making can affect the outcome of a situation identify common ethical dilemmas and why they occur anticipate customer needs before reaching a conclusion compare options | (*)Positive Start The Supervisor's Apprenticeship: Skills for Rising Leaders |
| Customer Satisfaction | create a culture of continuous customer satisfaction do more than is required exceed customer needs/expectations help the customer achieve his/her goals | Management Basics: Soft Skills 101 |
| Dealing with Difficult and Angry Customers | recognize words and phrases that escalate conflict overcome communication barriers use an action process to control your own emotions hear customer concerns without taking emotional outbursts or actions personally detect stages of rage and ways to cope with each stage | CBL - Administrative Assistant Skills: Enhancing Your Skills CBL - Communicating with Difficult People: Handling difficult Co-Workers CBL - Excellence in Service: Working with Upset Customers CBL - Self Development: Increasing Your Assertiveness Dealing With Difficult and Angry People (*)Positive Start |
| Determining Customer Expectations | probe for accurate information utilize active listening skills identify the needs of the customer accurately obtain customer confirmation | CBL - Interpersonal Communication: Effective Communication (*)Positive Start |
| Listening to Customers | hear what your customer is saying put yourself in the customer’s place process and interpret feedback distinguish the difference between hearing and listening gather accurate information | CBL - Building Relationships CBL - Interpersonal Communication: Effective Communication CBL - Listening Skills: Listening Challenges CBL - Self-Development: Developing Rapport Through Communication CBL - Self Development: Increasing Your Assertiveness CBL - Telephone Skills On the Phone: Positive Telephone Techniques (*)Positive Start |
| Problem Solving | collect relevant information analyze the problem/situation develop a variety of solutions select appropriate course of action disseminate information and process accordingly acknowledge customer dissatisfaction adjust to a rapidly changing environment | Beyond Problem Solving: Managing Unsolvable Problems CBL - Communicating with Difficult People: Handling difficult Co-Workers CBL - Excellence in Service: Working with Upset Customers CBL - Self Development: Balancing Your Life CBL - Self Development: Increasing Your Assertiveness Dealing with Difficult and Angry People (*)Positive Start Practical Problem Solving Right-Brained Problem Solving The Six Principles of Successful Self-Management The Supervisor's Apprenticeship: Skills for Rising Leaders Who Moved My Cheese? |
