Professional Development -Service Excellence
Communicating a Service Orientation (SE103)
Type: Instructor Led
Target Audience: Employees who are new to working with customers or tenured employees who would like to "freshen up" on their service delivery skills.
Program Overview: Effective communication in a service delivery interaction is the best way to enhance service excellence and prevent misunderstandings. This workshop is designed to be a skill builder in the area of listening and speaking clearly and purposefully.
Objectives: To enhance your ability to both speak clearly and listen effectively for the purpose of service the customer more effectively.
Agenda:
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Identify verbal and non-verbal behaviors that display positive attitude
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Learn to enhance interpersonal communication skills
Understand the barriers to effective listening
Identify words and phrases that may sound negative to the listener
Practice active listening
Pre-Requisite Activities: none
Instructor: Gabi Harmon/Chuck Daubner
Additional Resources:
Materials needed: none
