Topics covered

• How attitude, communication, and lack of team work can affect customer service quality.

• Customer types and effective methods of interaction.

• How pride in work, the power of positivity, attentiveness, and patience create successful customer service encounters.

• Methods of communication - using the most effective application during negative situations.

• The five keys of effective listening.

• Improving customer satisfaction through continuous improvement.
  

Topics covered

• The five key elements that create the Power of Professionalism.

• The critical role business etiquette plays in a service oriented business.

• Simple steps to assess your own professional behavior.

• Definition and benefits of reliability, and its absence, in the business of customer service.
  

• Dependability and its direct relationship to reliability.

• Attributes of trustworthiness and how it plays a key role in successful working relationships.

Topics covered

• The definition and causes of conflict in the workplace.

• Minimizing conflict by using open communication.

• Examples of Hot Buttons and how they can escalate a conflict situation.

• Means for diffusing potential conflicts when interacting with co-workers, tenants, and customers.

• How to use collaboration and compromise as productive conflict management strategies.

• Why avoidance, accommodation, and competition are not recommended ways of resolving conflict situations.