Customer Service & Conflict Resolution Essentials for Government
February 20th, 2024 / Online
Overview
• Deep dive into the holistic customer experience and how to maintain a customer-centric mindset
• Manage, de-escalate and resolve difficult situations and conflicts
• Expand your communication skills to increase engagement and rapport
• Build trusting relationships externally and see how this can reflect internally
Speakers
Giles Watson
With a vast array of experience across the public sphere and Law Societies in both the UK and Australia, Giles implemented industry firsts that led to unprecedented reductions in complaints against accredited law practices. As a speaker and facilitator, Giles’ client-centred approach makes for engaging, practical and relevant content.
Director
CX Training
Agenda
Workshop
Introduction to customer experience
- Deep dive into customer service, customer experience, and why the difference matters
- Expand on customer needs, expectations, value and priorities
- Strategies for maintaining a customer-centric mindset
- Understand different customers, different approaches, including DiSC framework and profiling
Communication skills for customer service
- High level customer engagement and rapport strategies
- Skills for questioning and listening to demonstrate empathy
- Manage expectations
- Tools to enhance your assertiveness
Customer relationship management
- Deep dive into emotional intelligence for customer service
- Build customer trust and stronger relationships
- Avoid common causes of customer dissatisfaction
- Understand team-based behaviours for customer service
Handling conflict, complaints and difficult situations
- Manage your own emotions and mindset
- De-escalate conflict by meeting the emotional needs of others
- Conflict resolution strategies
- How to deliver disappointing news and deliver apologies
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Giles Watson Director CX Training
Group Discounts
Pricing
Rapid Action
DISCOUNT ENDED
SAVE UP TO$500
Value Plus
DISCOUNT ENDED
SAVE UP TO$300
Early Bird
Ends January 12
SAVE UP TO$100
Venue
Online
Join us online, from the comfort of your home or office.
