Customer Service: Maintaining A Positive Attitude

Customer Service - Maintaining a Positive Attitude

Register for this class at least 21 days in advance. This class is Guaranteed to Run. However, if there are no registrations within 21 days of the class, the class may be rescheduled. Register by clicking on the "Register for Class" button above. Note: If you want to make sure the class runs or you have a seat for yourself make your purchase at least 3-4 weeks in advance. However, if this class is showing up here it means there are still seats available. Only 8-11 seats are available for the class depending on training room designated.This is a one day training class

This is a one day class.

Time and Date: Please see details in the above menu next to the down arrow.

Location - Bellevue: SmartPath LLC Training & Consulting, 2018 156th Ave NE, Bellevue, WA 98007.

Presentation and group discussion covering: • Positive customer response

• Increased job satisfaction

• More cooperative

• Get along better with their co-workers

• Better team players.

• Reduced stress

• Increased productivity

• Decrease in sick days or absenteeism

Presentation and group discussion covering:

1. Neutral Bias

2. Negative Bias

3. Assumption: something that is taken for granted

4. Identifying Unstated Assumptions

Presentation and group discussion covering:

1. Customer as an entity that uses our product and service

2. Faceless, nameless customer

3. Customers as numbers that bring in income

4. Customers as more than just customers

Role Play: Build a list of customer expectations Presentation and group discussion covering:

1. When to say “NO”.

2. USA Method: Understanding statement, Situation, Action

3. Pair a “Yes” with that No

Presentation and group discussion covering: “4 Cs”

1. Communicate

2. Confess

3. Conciliate

4. Close

Presentation and group discussion covering:

1. Problem Defined

2. Turning Problems into opportunities

3. Why Processes

4. Kaizen Mindset

5. Brainstorming

Presentation and group discussion covering:

1. Customer service is not easy.

2. Select a customer-focused attitude

3. Strive for constant improvement.

4. Avoid gossip

5. Set an example

6. Walk your talk

7. Be accountable

8. Listen to your inner voice.

9. Avoid complacency.

10. Listen to your speech.

11. Resolve conflicts immediately.

12. Use positive language.

13. Avoid negativity.

14. Be proactive

Presentation and group discussion covering:

1. Lifetime Value

2. Ripple Effect

3. Unreported Incident Effect

Group Discussion covering:

1. Differences between Public and Private sector

2. Impact on State Employees

Objectives for the course

1. Participants will understand the benefits, both on a personal and professional level, of a positive attitude when dealing with customers.

2. Participants will be able to recognize their biases and assumptions.

3. Participants will understand the meaning of bias and its impact on assumptions, and will understand how biases and assumptions impact their dealings with customers.

4. Participants will develop empathy for customers and understand the value of “standing in a customers shoes” and the positive impact this will have on the customer support experience.

5. Participants will be able to see the situation from the customer’s perspective.

6. Participants will learn why, when, and how to say no and how to use the “USA” method for saying “no”.

7. Participants will be able to demonstrate several ways to say “NO” while still maintaining a positive interaction.

8. Participants will learn specific strategies for delivering bad news to customers.

9. Participants will understand the difference between focusing on problems rather than on customers and will learn several problems solving techniques.

10. Demonstrate techniques that focus on the problem not the customer.

11. Participants will understand how customer dissatisfaction impacts profitability in private sector and public sector bottom line.

12. Ultimately, participants will understand that effective dealing with angry customers is and opportunity to increase value to employer and increase job satisfaction.

13. Participants will understand how customer dissatisfaction impacts profitability in private and public sector bottom line.

14. Ultimately, participants will understand that effectively dealing with angry customers is an opportunity to increase value to employer and increase job satisfaction.


Directions: To SmartPath LLC Training & Consulting, 2018 156th Ave NE, Bellevue, WA 98007

Coming from the West

Take 520E towards Redmond

Take Exit 148th Ave South

Turn left onto NE 20th St

Left on 156th AVE NE

Turn right into first driveway

Go straight up the hill to the first stop sign. It's the next building on the left after the STOP sign. You can park to the right of the STOP sign or in front of the building. There is always plenty of parking and it's easy. We are in the Regus building in the Unigard Park. Parking is free.