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To earn the SUNY Oswego Professional Certificate in Dynamic Customer Service, participants must complete five core sessions and one elective session. The certificate program is $499; individuals can attend individual sessions for $99 each.
The customer service program’s core sessions are: A Customer’s “Moment of Truth”; Communicating the Customer-Focused Way; Customers: How Can I Connect with them Better?; How to Wow Difficult Customers; and, Creating the Customer Service Star. The electives are: Creating a Customer-Focused Culture; Better Time Management at Work; and, Customer-Focused Selling.
Click here to sign up to receive updates about our professional development program schedule for 2010.
1- A Customer’s “Moment of Truth” : Superior customer service is often the major reason consumers choose to do business with an organization. Treating customers with respect, and servicing them in a prompt and knowledgeable manner, creates a professional reputation for being “easy to do business with.” Providing excellent customer service involves: understanding the “customer” and their expectations, portraying a professional image, developing a customer-focus, and creating a “win-win” approach to every customer contact. Learn how to develop the mindset of stellar companies like Disney, to consistently exceed customer expectations.
2- Communicating the Customer-Focused Way: Customers are the most critical component of any business and must be treated with dignity and utmost care. Communicating in a way that wins customers, rather than turning them off is the key to customer satisfaction. Learn how to talk to customers in ways they understand and respond to best. This session helps participants employ effective telephone techniques, communicate with customers on their terms, actively listen, utilize effective questions, and maximize the use of both verbal and non-verbal communication.
3- Creating the Customer Service Star**: By putting the customer service components together, you’ll see how to excel at serving internal and external customers. Learn why “internal” customer service is critical to building the foundation for serving “external” customers. Complete an “Internal Customer Service Assessment” to assess 6 areas of customer service and identify how to excel in each. Evaluate how positive and negative attitudes and behaviors affect you, co-workers and customers.
4- Customers: How Can I Connect With Them Better?:Why is it that we communicate and react differently to various customers? Learn about the four social styles and how they influence why we connect better with some customers and not so well with others. Become a more flexible and effective communicator by understanding your strengths and weaknesses, and how they impact all customer relationships. Fun, interactive and experiential!
5- How to Wow Difficult Customers: Have you ever wanted to handle customers that drive you crazy with more tact and professionalism? Improve your ability to deal with demanding, and complaining customers. You’ll learn how to professionally say “no,” use easy Disney concepts, avoid dissatisfying customer phrases, use positive customer language, and turn difficult customers into loyal customers. Everyone deals with difficult customers, yet it is how they are handled that makes the difference!
“Elective” Session Descriptions
1-Creating A Customer-Focused Culture: setting an example of how to treat customers, leaders must foster and maintain a customer-focused culture by actively creating the appropriate organizational components and support systems. This session includes: a review of a 14 point model “Customer Service: An Organizational View”, and completion of an assessment to analyze strengths and weaknesses in 8 world-class service areas. This is a highly interactive session, which provides participants the opportunity to discuss current organizational practices, as well as build skills for organizational change.
2- Customer–Focused Selling: This session will help front-line employees as well as non-sales employees, become the “eyes and ears” for generating additional business. Why focus on completing transactions, when listen to the customer and being more receptive to their needs, can dramatically improve referrals and sales. Learn to recognize “customer clues” for up-selling and referrals, while building rapport and gaining trust. Serve customers more completely by knowing your “would you like fries with that order?” phrase. Learn how “benefits” sell products, not features. This session offers easy techniques to building a more knowledgeable customer-focused employee base.
3-Better Time Management At Work: Time is what drives our behaviors, so why not learn how to use it more effectively and productively. There are many people who seem to be very productive, yet never look hurried. Learn how to get focused on the critical items, de-clutter your “to do” list, participate in productive meetings, and not let work “fall through the cracks.” Getting the right things done each day can be accomplished, yet it is necessary to be efficient and organized. Learn the “tricks of the trade” and start getting more of the right things done!
About the presenter:
 Joan Hebert, MBA, MS, principal of Hebert Performance Training,” specializes in customer service, leadership, presentation & training skills, team building, customer-focused sales, and communication skills. Hebert is a certified Achieve Global and AMA instructor, and Syracuse University Adjunct Professor. Prior to HPT, Hebert spent 15 years with AT&T as a #1 nationally ranked master trainer. HPT is a “NYS Woman-Owned Business Enterprise,” a member of ASTD, SHRM, listed on the NYS Eligible Training Provider List, and the federal government CCR. HPT is celebrating 12 years serving nationwide clients such as Time Warner Cable, Bayer HealthCare Pharmaceuticals, U.S. Department of Defense, Citizens Savings Bank, and National Grid.
Click here to sign up to receive updates about our professional development program schedule for 2010.
SUNY Oswego Metro Center
The Atrium, 2 Clinton Square | Syracuse, New York 13202
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