Customer service is a crucial aspect of any job, whether you work independently or with a team. Your customers can be anyone, including colleagues, other departments, management, or clients. Mismanaging these relationships can lead to negative consequences such as a damaged reputation, loss of clients, heightened stress levels, and even job loss. Each interaction with a customer has the potential to impact the organization and your personal reputation.

To excel in customer service, effective communication and relationship management skills are key. Nonverbal cues carry significant weight, so it is imperative to take notice of them. This course will help you develop these skills and teach you how to apply customer partnership principles and best practices to deliver exceptional customer service. Along with maintaining good relationships, self-management and self-care skills are also essential for delivering exceptional customer service.  This course covers methods help to reduce stress and tension during customer interactions leading to a more favorable outcome.

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

• Establish trust and credibility with others.
• Enhance customer interactions with connection building communication techniques.
• Promote a positive image of yourself and your organization.
• Reduce miscommunications and misunderstandings.
• Manage time wasters when interacting with customers.
• Effectively identify and fulfill customer expectations.
• Remain relaxed, positive, and motivated using self-care techniques. 
• Take care of yourself in high stress, tense situations.
• Maintain professionalism even in challenging situations.

Competencies Covered: 

• Verbal and nonverbal communication
• Relationship management
• Public speaking
• Self-care, self-regulation, and stress management

 Intended Audience: Public sector managers and employees