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Cert. in Mfg. Leadership - Dutchess
Cert. in Mfg. Leadership - Rockland
Cert. in Mfg. Leadership - Westchester
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Course Details:


Attention: This course is not currently being run. If you are interested in this training please contact the Council of Industry or phone us at (845) 565-1355.

Time: 8:30 am -4:30 pm

Instructor: Jean Strella and Robin Seidman, RJS HR Solutions LLC

Cost: $195 per person, $180 two or more from the same company

To register click here


Description: When it comes to customer service, meeting customer expectations is not enough.  Companies that strive to exceed those expectations will maintain a competitive edge in attracting and retaining customers.  This full day training will give your employees the tools they need to enhance your customer’s experience at every touchpoint.

Morning: Focusing on the Customer

  • What are the service expectations customers have for a business?
  • The difference between good customer service and outstanding customer service.
  • What are the must-have skills?
  • What are the rules for customer engagement?

Afternoon: Learning the Skills

  • Recognizing the difference in relationship building vs relationship maintenance.
  • What are the basic customer service skills and how do we transform them to advanced skills?
  • What are the techniques to handle customers in-person, on the phone or electronically?
  • How to understand and resolve customer issues and deal with difficult clients.
  • Negotiating a win-win solution.

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