• Services Overview
• Assessment
• Consulting
• Corporate Training

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Training Sessions

• Customer Service Excellence
• Time Management
• Business Writing Brush Up
• Collecting Your Money
• Conflict Management
• Director of First Impressions
• Recruiting and Interviewing
• HR for Non-HR Managers
• Sales Basics
• Presentation Skills
• Dealing with Difficult People
• Advanced Business Writing
• Assertiveness in the Workplace
• Performance Management
• Giving and Receiving Feedback
• Team building
• Stress Management
• Social Intelligence
• Efficient Meeting Management
• Social Networking
• Supervisory & Management Strategies
• Enhancing Communication
• Influencing Employees

Customer Service Excellence

Workshop Content:

• Self Assessment
• Understanding why 68 % of customers leave their suppliers and how to reverse the trend
• The secrets to listening well
• 5 types of questions to gather information
• 6 key factors to remember when dealing with upset customers
• The 5 Point Approach for dealing with customer complaints
• Role-play exercises for rectifying customer disagreements

Learn To:

• Live in the customer's shoes
• Develop a Customer Bill of Rights
• Use affirmative language for positive messages
• Ask critical questions to uncover the full story
• Acknowledge and empathize with compassion
• Assess the situation by asking intelligent questions
• Confirm your understanding of the customer complaint
• Reach a satisfactory agreement

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Enrollment Fee:
Enrollment fee is $142.00 plus HST per workshop. Four or more @ $125.00 per participant.

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Dates:
Monday Spetember 12, 1011
Tuesday March 6, 2012

Time:
Workshops run from 9:00 a.m. to 12:00 p.m.

Location:
McDonald-Green, 215 Holiday Inn Drive in Cambridge N3C 3T2

If you have any questions please call 519-654-9388 or email training@mcdonaldgreen.com

 

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