How you choose to deal, react to, and treat customers is influenced by attitudes, judgments, biases, and assumptions. This course will teach you essential interpersonal communications skills that will assist you in dealing effectively with difficult customers and situations. You will learn the tools necessary to problem solve, understand and validate customer perceptions, manage conversations, and deal with challenging situations while still maintaining a positive attitude and offering good customer service.

Performance Objectives: Upon completion of this course you should be able to:

• Recognize you own biases and assumptions.
• Demonstrate several ways to say “NO” while still maintaining positive interaction.
• Demonstrate techniques that focus on the problem.

Competencies covered in this course: Customer focus, relationship building

Intended Audience: Public Sector employees.