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2019 CUSTOMER SERVICE SKILLS TRAINING WORKSHOPS
TO REGISTER FOR ANY OF THESE WORKSHOPS, CLICK http://bit.ly/2019ISQMWorkshops
Date: Thursday February 7th, 2019
Workshop Title: LISTENING & RESPONDING TO CUSTOMERS’ NEEDS
Time: 9am – 2pm
Venue: Southern Academy of the Performing Arts (SAPA), San Fernando, Trinidad
Topics Include:
- 4 Types of Listeners
- Customers’ Needs & Expectations
- Techniques for Listening to Customers
- Techniques for Responding Effectively
- Listening as a Competitive Advantage
Date: Thursday April 4th, 2019
Workshop Title: MANAGING & MAXIMIZING SERVICE ENCOUNTERS
Time: 9am – 2pm
Venue: Southern Academy of the Performing Arts (SAPA), San Fernando, Trinidad
Topics Include:
- What are Service Encounters? – Moment of Truth
- Types of Service Encounters
- Service Encounter Maps
- Techniques for Managing the Service Encounter
- The WOW Factor!
Date: Thursday June 6th, 2019
Workshop Title: WRITING EFFECTIVE SERVICE STANDARDS
Time: 9am – 2pm
Venue: East Trinidad (TBA)
Topics Include:
- What are Service Standards?
- Requirements of Writing Effective Standards
- Types of Service Standards
- Process for Developing Service Standards
- Service Standards as Management Tools
Date: Thursday August 8th, 2019
Workshop Title: Employee Engagement & Empowerment
Time: 9am – 2pm
Venue: East Trinidad (TBA)
Topics Include:
- What is Employee Engagement?
- What is Employee Empowerment?
- Techniques for Managing Employee Engagement
- How do you Empower Employees?
Workshop Title: DEALING WITH ANGRY, DISSATISFIED & DIFFICULT CUSTOMERS
Date: Thursday October 3rd, 2019
Time: 9am – 2pm
Venue: Southern Academy of the Performing Arts (SAPA), San Fernando, Trinidad
Topics Include:
- Identify the main causes of customer dissatisfaction
- Identify the key steps to defusing potentially difficult situations
- How to resolve customer complaints
- Understand the importance of learning from customer service problems
Workshop Title: CREATING WOW! CUSTOMER EXPERIENCES
Date: Thursday December 5th, 2019
Time: 9am – 2pm
Venue: North Trinidad (TBA)
Topics Include:
- Moving from Customer Satisfaction to Customer Experience
- Techniques for Creating WOW! Customer Experiences
- Role of the Service Employee
- Impacts of Creating WOW! Customer Experiences
