This package shares how to best apply high quality, customer service strategies to assist you identify a customer’s needs;
prioritize those needs based upon resource allocation; and handle customer requests with the utmost of care and professionalism.

The following courses are included:

Customer Service 101:  This course will teach professionals how to best apply high quality customer service strategies to quickly
identify a customer’s needs; prioritize those needs based upon resource allocation; and handle customer requests with the utmost
of care and professionalism. Staff will also learn how to efficiently move customers into the most appropriate program/service that
effectively meets their needs.  Additionally, Customer Service 101 will provide both an overview and detailed information regarding
the workforce system, the engagement of customers in the system, and the variety of pathways that customers can travel as they navigate
through the workforce system.

Delivering Exceptional Customer Service via Technology: This live webinar/training will be 1 ½ hours in length and will provide
live instructor led training. It will cover the best practices for delivering excellent customer service using technology and the telephone;
It will highlight how and when to use each and how to improve efficacy with delivering customer service using multiple methods.
Additionally, the course will discuss strategies for managing time and distractions when working remotely to improve the customer experience.

Dealing with Difficult Customers: Working with internal and external customers that are frustrated, angry or even hostile can be
incredibly challenging. It can even make you think about giving up and changing jobs or worse, abandoning your own commitment to
providing outstanding customer service. Difficult customers are part of everyone’s life at one time or another. This recorded 30 -minute
webinar will share strategies and techniques you can use to turn difficult customers into satisfied customers.

Customer Service Skills (102): Communication and building strong relationships with customers are two of the foundations to all good
customer service models. This course will address the ways in which we give and receive information, how to mindfully build trust and
strategies for making personal connections through technology.

Recovering Difficult Customers and Providing Hope To All:  This live webinar/training will be 1 ½ hours in length and will
provide live instructor led training.  In this webinar/training we will examine one of the hardest challenges staff face, dealing with difficult
customers. Sometimes customers have a legitimate reason to be upset and sometimes they do not. In either case, customer service staff
needs to be prepared for dealing with difficult customers and finding ways to win them back.  During our time together, we will focus on
skills and tips in de-escalating anger, establishing common ground, and managing their own (staff) emotions.  We will finish this training
with practical ways staff can offer real, tangible hope to those they serve.