2019 CUSTOMER SERVICE SKILLS TRAINING WORKSHOPS 

TO REGISTER FOR ANY OF THESE WORKSHOPS, CLICK  http://bit.ly/2019ISQMWorkshops   

ISQM Training Schedule Flyer - 2019


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

TO REGISTER FOR ANY OF THESE WORKSHOPS, CLICK   http://bit.ly/2019ISQMWorkshops

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