The Leadership Institute's customer service workshops pair with the Leadership Growth and Development Learning Series to enhance and strengthen your customer service skills. This series will aid you in refreshing your customer service skills and strengths.
Our customer service series will include individual coaching session(s) to answer specific questions and assist you in creating an action plan to create a delightful customer service experience. Each session is accompanied by a 30-minute coaching session or 2-hours for the entries series. You can sign up for the whole series for $525.00 or individual sessions at $200.00 each.
The course instructor is Dr. Marya Wilson. She is the Director of the Leadership Institute, a resource of the Discovery Center at the University of Wisconsin-Stout. She is also an Assistant Professor teaching and researching in the areas of organizational leadership, development & behavior, operations management, and quality management.
Customer Service: Service with a Smile
Thursday, September 16, 2021 I 9:00 am to 10:30 am (CST)
Customer service is a key component of the success of every organization. We all appreciate service with a smile. Have you thought about what it takes to create that service with a smile? Join us for a deep dive into the details of customer service and creating an experience your customers – internal and external – will remember. We will explore the relationships, interactions, and mindset of customer service. This workshop will be a reflective learning experience with hands-on customer service activities to practice our personal customer service approaches.
Customer Service: We Care
Thursday, September 23, 2021 I 9:00 am to 10:30 am (CST)
Customer service is about creating a delightful experience for all. We know, however, that our customers are not always delighted by their experience. Let’s show them how much we care. This session will focus on how to utilize conflict resolution techniques to de-escalate tense customer interactions and turn a not so delightful experience where our customers feel heard and valued. This workshop will also include self-care and guidance into taking care of ourselves as customer service representatives of our organization.
Customer Service: We Communicate Well
Thursday, September 30, 2021 I 9:00 am to 10:30 am (CST)
Communication is key to the success of any organization and at every level. It is the most vital point of success in any customer service interaction. This session will focus on the construction of messages as well as how to ensure they are understood by the customer. The day will be an interactive and hands-on experience in communication with our customers. We will practice verbal, online (phone and video), and written communication practices to ensure the best service for your organization.
Course Specifics:
- Thursdays: September 16, 23, and 30, 2021, 9:00 am to 10:30am (CST)
- 30-minutes of individual coaching for each session or 2-hours for the entire series (completed with the instructor within 30-days)
- Course Learning Approach: synchronous, online engagement during listed dates and times; included is a one-on-one coaching session to be determined by the participant and instructor
- Course fee: $525.00 for the series or $200.00 for each session
- Discount: Group discounts (email for specifics) and 20% off to SHRM members