Customer Service with DiSC©

(Two-day Workshop)

Course Outline

Communicating in a Customer Service Environment

• The 10 commandments of Customer Service
• Communicating with others in a non-stress environment
• Using our behaviours to communicate our messages
• Verbal, non-verbal and visual, using all three to be the best communicator
• Using these behaviours to be assertive when necessary

Our Behaviours While in Conflict

• The four conflict behaviours identified using DiSC©
• How to speak to others while in conflict
• Our own communication techniques
• Are we really listening: develop a personal listening assessment
• Linking listening skills to communicating clearly and probing for results

The telephone and Its Opportunities and Problems

• Determining which behaviours are “heard” by others
• Reading a person’s behaviours over the phone
• Dealing with the customer over the phone and e-mail
• Knowing when to terminate or move a call forward

Relationship Building

• Tips to communicate with a smile
• Treating the customer like the customer, not a problem
• Using the voice to project words and thoughts
• Effective and active listening, when to use them
• The 9-step process when working with a difficult situation
• Non-defensive communication
• Points to remember to avoid defensive communication

Customer Service is Attitudinal

• Working through some typical difficult situations
• Coming up with scenarios that are work related
• Taking what you learn and putting it into your reality
• Choosing to accept customer service as part of a life style
• Accepting the responsibility of servicing a customer in a fast paced environment
• Creating an action plan to build the best customer service centre possible

This is a interactive workshop with lots of opportunities to try it out. The focus on success is part of the program. Methodologies include skill practices, small and large group discussions and hands-on practice.

This workshop is highly-interactive involving lecturettes, discussions, checklists, case studies, and the recognized Inscape Publishing learning tool, Personal Profile System at a cost of $18 per participant.

For information regarding this course, please contact:

Colin Watson
Relationship Manager
J Watson Associates Inc

Tel: 905 820-9909

E-mail: sales@jwatsonassociates.com