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Developing a Service-Oriented Culture

  • Employers Network 1004 South Pine Street Spartanburg, SC, 29302 (map)

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Custom delivery

This class can be tailored to meet your company's needs. It can be delivered at your facility, or off-site at our office. Please contact Employers Network for more information.

 

Developing a Service-Oriented Culture

This class demonstrates the dynamics of service within the organization and helps participants understand who their customer is and how to professionally approach each contact with a customer.

Topics

  • Types of customers

  • 4 qualities of service

  • Moments of truth---experiences with the customer

  • Communication

  • Voice and tone

  • Listening skills

  • Empathy

  • Telephone skills

  • Perception and word choice

Goals

  • Define the customer, both internally and externally

  • Understand, define, and practice good service techniques

  • Explain how poor interactions with internal or external customers can affect the bottom line

  • Apply various communication techniques that improve ability to create a positive experience for every customer

  • Exhibit the ability to listen actively and with empathy

  • Identify stress-reduction techniques to remain helpful and professional in every customer contact

Instructor

Barbara Evers

Schedule

August 28, 2019

Class meets 8:30 a.m. to 4:30 p.m.
Participants are on their own for lunch

Fee

Members: $255 per person
Non-members: $355 per person

Location

Employers Network office; 1004 South Pine Street, Spartanburg

Enroll

Call Employers Network: 585-1007

To register by fax, use this form.

Attendance

Registered participants who fail to attend a class ('no-shows') will be charged full class cost. The 'no-show' fee may not be used as a credit for another EN class, or other type of event or service.

A 'late notice' charge (50% of the class fee) will be charged for cancellations made less than 48 hours before the scheduled class starting time. The 'late notice' charge may not be used as a credit for another EN class. or other type of event or service.

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