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1 Full Day | .6 CEUs
Nova Southeastern University is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its website: www.learningmarket.org.
Customer service is about getting to the essence of a problem. This program is about learning to avoid misunderstandings by clarifying what others are saying and presenting each customer with the same, consistent message. Participants will learn how to deal with difficult customers, learn how to analyze what makes their customers happy, influence others within their organization to become more customer-focused, and recognize and reward splendid customer service.
Program Description
The Customer Service Mindset
- The service principle
- Creating the customer service environment
- Learning what customers expect
- Important differences between internal & external customers
Is the Customer Always Right?
- Managing customer expectations
- The nature of complaints
- Key differences between face to face and over the phone
- Balancing customer satisfactions with business results
Listening to Create Results
- Getting to the core of the issue
- Resolve issues so they stay resolved
- Control the timing and the direction
- Helping to lead the other person to their own solution
Helping to lead the other person to their own solution
- Identifying the real issue
- Recognizing emotions
- Avoiding misunderstandings
- Listening in hectic situations
Dealing with Emotionally Charged Situations
- Controlling your own emotional response
- Diffusing negative emotions
- The art of the apology
- Persuading them to take no for an answer
Audience
This program is designed for professionals of all levels interested in acquiring or improving their customer service skills and receiving feedback on their performance.
Delivery
Any of the executive education programs offered by the Hudson Center of Entrepreneurship and Executive Education (HCEEE) can be delivered to your organization at your location Please contact us for more information.
Program Fee
Program fee varies based on the size of your group and includes tuition, instructional materials and lunch. Please contact us for more information.
Instructor
Eleanor Marschke, D.B.A.
Dr. Eleanor Marschke is a results-driven, goal oriented Human Resource Executive with strong problem solving, decision-making, communication, interpersonal, motivational and leadership skills. She successfully created and implemented a focused corporate vision for a Fortune 200 company over the last twenty eight years as a Regional Sales Manager. In the last five years she has been a professor at two universities and has conducted over eighty classes in Human Resource and Master Level Business classes with an excess of 1,350 students. She is a creative mentor and trainer who has been an enthusiastic life-long learner, with multiple decades of human resource facilitation, presentation skills and business skills that enable her to be a more effective college educator and professional.
Dr. Marschke has a bachelor's degree in marketing, an M.B.A. in Human Resource Management and a Doctorate in Business Administration. She has had extensive experience in sales as Senior Territory Manager with two large corporations. She is a Six Sigma Yellow Belt and SHRM certified professional.
Comments From Past Participants
Dennis was very engaging and knowledgeable.
Lance Fulse | Organizational Development Manager, Polk County Sheriff's Office
His [Dennis Lucas] presentation was very well written and presented. Touching on many areas of customer service, and applicable to all different types of businesses.
Jaye Garcia | Senior Customer Services Representative, City of Fort Lauderdale
Mr. Lucas was well prepared with all pertinent material at hand. Kept the course interesting and by engaging the classroom made us feel part of the whole learning experience.
Jose Martinez | Enhanced Services Representative, SeaMobile, Inc.
In my field of work, it is crucial that we meet the highest expectations. This program helps you reach that goal.
Tiffany Polanco | Customer Service Specialist II, City of Miramar
Course Customization
Using core programs, we can customize the material to fit your corporate training needs. With our extensive resources and program facilitators, we will design a program that is tailored to fit your specified objectives and requirements.
Contact Information
For additional program information, please contact us at:
Hudson Center of Entrepreneurship and Executive Education
H. Wayne Huizenga College of Business and Entrepreneurship
Nova Southeastern University
Carl DeSantis Building, Suite 2088
3300 S. University Drive,
Fort Lauderdale, FL, 33328-2004
Tel: (954) 262-5119
Toll Free: 800-672-7223, ext. 25119
Fax: (954) 262-3188
E-mail: harvey@nova.edu