Event Registration

Description:

DELIVERING OUTSTANDING CUSTOMER SERVICE

July 16, 2020 | 8:30 am – 12:00 pm | via Microsoft Teams online video format

Cost: $99.00 | Online Registration Required:

Online Workshop Description:
For any organization that wants to develop knowledgeable, responsive customer relations to improve satisfaction and raise the bar for service excellence, Delivering Outstanding Customer Service provides practical, hands-on guidance to help you quickly develop customer service training. Complete with field-tested exercises and activities we will help teach participants the importance of customer service to improve their performance. This training workshop teaches the importance of happy customers and will help you improve the disposition, timeliness, attitudes, and problem-solving capabilities of customer facing employees.

What You Will Learn

• Plan for maintaining service levels
• Business-to-business relationships
• Plotting your organization's customer service program
• Self-assessment
• Don't pass the blame - fix the problem
• Things I can do
• Are you connecting to your mission?
• Positive attitudes
• Ownership
• First and last impressions
• Customer expectations
• Communication basics
• Telephone skills
• Dealing with difficult people
• Recovering disappointed individuals
• Customer feedback

INSTRUCTOR | As a  founding partner of Transformation Partners, Dr. Shanna Ullmann has over 25 years experience in executive-level training and advising to the federal government, the US military, global corporations and universities. Dr. Ullmann is a Certified Master Trainer by the American Society of Training and Development. Shanna is also a certified Professional Mediator and a Workplace Conflict Resolution trainer. Dr. Ullmann's Ph.D. is in Mediation and Conflict Resolution.

Registration Policies:

- There are no refunds for this class, unless under emergency conditions. Paid attendees can substitute someone else for their seat.

- Agencies are responsible for ensuring employees with ADA requirements are supported.

- Seating is limited, so please register early

CONTACT Fred Eidson | fred.eidson@gsa.gov -or- Jeff Conn | jeff.conn@gsa.gov