Businesses are starting to re-open and with these re-openings will come some difficult customer and client conversations related to Covid-19.
- Do you and your staff know what to say to a customer, client or colleague who is not wearing a mask, maintaining physical distance or otherwise not complying with COVID-19 protocols?
- Are you confident in speaking up when your health or the health of others may be at risk?
These conversations are in addition to the other challenging customer service situations that we will cover in the course.
The August 24 session will be Virtual Instructor-Led using ZOOM technology.
At this high impact workshop for front line staff you will learn techniques that will allow you to handle really challenging COVID-19 related customer service situations (and others) with confidence. You will learn our easy-to-use customized seven-step model for managing customer service disputes effectively, learn to be assertive, maintain patience and avoid common mistakes.
You will experience a range of practical and interactive discussions, exercises and role plays that will give you new and effective tools for dealing with difficult conversations and people. Whether managing a problematic customer due to issues related to requirements as a result of COVID-19 or having more productive conversations with fellow staff, this course will give you the core tools you need. You will have opportunities to practise learned skills in a variety of contexts so that the skills can become second nature.
The August 24, 2020 session will be Virtual Instructor-Led using ZOOM technology. The workshop will run from 9am – 3:30pm (EDT). Using ZOOM, the program will continue to be interactive and engaging, involving exercises, small group discussions and coached mediation role plays. We are limiting the session to 24 participants.