Building Core Customer Service Skills

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Building Core Customer Service Skills

How do seasoned leaders approach daily to-do lists and still have time to impact positive change? Building Core Customer Service Skills explores the primary and distinctive mindsets and methods that set change agents apart from the average employee. Participants will identify the fewest and most important actions and behaviors to produce the highest value for your organizations. Participants will learn new tools and techniques centered on key customer service skill sets, including active listening, pattern identification, and root cause analysis.

  • Apply theoretical and practical models to assess and understand customer needs
  • Leverage frameworks for setting and managing customer expectations effectively
  • Promote tactics for continuous personal practice and improvement

Practicing the Art of Business Writing

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Practicing the Art of Business Writing

No matter the industry or sector, written communication is an integral way we affect and influence an audience. Participants will learn and practice the essential principles of business writing including how to write persuasively using the “Writing Trifecta” of utility, clarity, and brevity. You will review grammar and punctuation rules as well as common mistakes to avoid.

Finally, you will discover best practices of quality assurance with hands-on learning and resources to strengthen your writing.

 

Learning Objectives

  • Apply audience-specific context and content in communication
  • Organize a variety of communication techniques for powerful writing, speaking,
    and presenting

Training Pathway: Building a Foundation for Leadership

Designing and Leading Outcome-Driven Meetings

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Designing and Leading Outcome-Driven Meetings

According to a recent study, employees consider more than 50% of weekly meetings a waste of time; this translates into an unthinkable amount of wasted hours and resources each month. Participants learn practical approaches to facilitate powerful meetings focused on achieving desired outcomes. From identifying the meeting type to ensuring the right people attend to gaining insights on how to address difficult conversations and conflicts as they arise, you will discover methods to help you thoughtfully design and execute impactful meetings.

 

Learning Objectives

  • Leverage tools to manage time, energy, and dynamics in group settings
  • Apply methods to help groups generate ideas and make hard decisions
  • Use new tactics to navigate and manage conflict across groups

Training Pathway: Building a Foundation for Leadership