Customer Relations

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 Customersdistinguish 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 Makingunderstand 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 Satisfactioncreate 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 Customersrecognize 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 Expectationsprobe 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 Customershear 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 Solvingcollect 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?
(*) This course is only eligible for one competency per Service Area.