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Delivering Exceptional
Customer Care
Private group training
Customer service is more important than ever. While it’s true that low prices and shiny new products entice them, customers make decisions based on how they’re treated. Their expectations are high. When your frontline workers and customer care teams show they understand customers’ needs and address them skillfully, your organization keeps customers.
Practical skills — not theory
When you take the time to pull your team together, you want the experience to be filled with practical concepts your learners can use immediately on the job. SkillPath training sessions are tailored to your team and peppered with examples — and opportunities to try new skills.
Behavior changing —
not passive instruction
Changing behavior starts with course development. The in-house SkillPath team of instructional designers focus on engagement. Expert trainers deliver a seamless learning experience with plenty of examples and interaction. Not a passive lecture experience.
Evolving course variety —
not yesterday’s topics
Hundreds of courses in leadership, compliance, productivity and culture tackle today’s toughest workplace challenges. SkillPath’s training programs are regularly updated to ensure your team stays a step ahead of evolving workplace challenges.
Every customer support pro needs these skills.
Schedule a 3-hour, live training session for your team today!
Instructor-Led Training
Through the Customer’s Eyes
Every customer’s experience starts with frontline employees. This workshop equips customer-facing workers with skills to handle anything from frequently asked questions to angry complaints.
- Explore customer expectations and the role of customer service in creating value
- How strategic questions help uncover customers’ needs
- Use strong listening and verbal communication skills to build rapport
- Be an expert in your organization’s products and complementary services
- Defuse customers’ anger and aggression
Instructor-Led Training
Developing Your Emotional Intelligence
Learners gain greater self-awareness and explore how to understand and manage emotions. These are more than just a handy set of “people skills,” but rather keys to better work relationships.
- Gain respect from everyone you come into contact with
- Achieve consensus among your teammates and co-workers
- Overcome the causes of difficult behaviors in others
- See how your emotions affect others … and how others’ emotions affect you
- Eliminate the headaches that come from miscommunication and misunderstandings
Instructor-Led Training
Active Listening Skills
Listening is one of the most important business skills. In this course, give attention to the fundamentals of listening well — truly hearing not only what is said, but what is not said.
- Explore the qualities that make someone a good listener
- Overcome communication barriers that affect how we listen
- How nonverbal communication conveys intended and unintended messages
- Fine tune communication techniques that show others you’re listening
- The dos and don’ts of using questions to clarify understanding
Instructor-Led Training
Staying Calm & Confident in High-Stress Conversations
Sometimes, emotional, high-stress conversations can’t be avoided. But losing your cool isn’t an option. Explore your own triggers so you bypass emotional reactions and focus on solutions.
- Recognize emotional triggers in yourself and others
- Know the best ways to approach difficult discussions
- Describe what to do when a conversation turns into heated exchanges
- Learn how to sidestep stress by creating a shared understanding
- Discuss damage control and how to move forward after an intense interaction