Delivering Exceptional Customer Service
The foundation of success for organizations and government departments is providing exceptional service to both internal and external clients. Service providers will benefit from focusing on the attitudes and behaviours required to provide outcome-based, customer-focused client service. In this session, you will apply strategies to improve communication and problem-solving skills for relevant examples, challenging case studies, and exercises.
Expected Outcomes:
- Apply communication and problem solving-skills to effectively manage day -to-day client communications
- Determine when and how to effectively refer a client to a supervisor
- Deal with angry or complaining clients without becoming defensive
- Become comfortable saying no to clients when appropriate
- Learn not to take difficult interactions with clients personally
- Improve abilities to deal with difficult situations both in person and on the phone
