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Customer Service Skills – Tips to Deliver Exemplary Service and De-Escalate Heated Situations
- Defining external and internal customers
- PEKs
- Reviewing of exemplary customer service
- De-escalation tips
Overview of the webinar
No matter what your job is, delivering exceptional customer service to both external and internal customers will lead to smoother and more profitable transactions. Being prepared to “joyfully serve with a smile” and extinguish heated moments will make your work world more enjoyable for both your customers and for you.
The corner stone to generating business success is consistently exhibiting superior customer service. This goes for all positions, at all levels. Not everybody has an intuitive understanding of what good customer service really is, how to demonstrate it, and why it is important. In addition to offering professional and courteous service, being armed with techniques to de-escalate heated situations is one of many tools that everyone needs to be armed with. Customers include not only clients but also co-workers, suppliers, vendors and any business associate. Being aware of your internal and external customers’ needs, desires, and expectations will build lasting and profitable relationships.
Who should attend?
- Employees
- Leaders
- Managers
- Supervisors
- Owners
Why should you attend?
Not everyone is naturally inclined to demonstrate great customer service skills and understand the business implications involved. Attend this session and explore what external and internal customer service means, review methods to deliver superior service, discover what your natural responses are to adversity, and learn de-escalation tips.
Faculty - Miss.Deborah Jenkins, SHRM-CP, PHR
Deborah Jenkins is a workforce and leadership trainer, keynote speaker, business management consultant, executive coach, and writer, who helps entrepreneurial organizations of any size or industry to leverage their corporate culture advancement through development of their leadership and human capital assets.
In addition to having a Bachelor’s Degree in Human Resource Management and Professional Certifications from renowned organizations including a SHRM-CP from the Society for Human Resource Management (SHRM) and a PHR from the Human Resource Certification Institute (HRCI), she has over 25 years of real world experience in human resource management, business consulting, and training and development in a variety of industries including higher education, manufacturing, construction, accounting, telecommunications, retail, health care, fitness, government, union, and nonprofits. She serves her clients by using her expertise in leadership growth and development, teamwork and collaboration, change management, emotional intelligence and agility philosophies utilizing neuroscience principles, employee engagement, motivation and innovation, problem-solving using critical thinking skills, and most passionately, Diversity, Equity, and Inclusion.
Deborah is also an Authorized Everything DiSC® Partner, offering her clients the valuable personality assessments and solutions that address personal tendencies, preferences, and approach agility. Further, she has been a active member and board member for SHRM local and state chapters as well as Toastmaster’s International local chapter. Deborah is a life-long Montanan and when she isn’t busy with her business, HR Solutions, LLC, she enjoys roaming the mountains with camping, hiking, and 4-wheeler adventures, tooling the lakes on her SeaDoo’s, tending to her yard and garden, entertaining family and friends, and indulging in meditative pi-yoga.