Event Calendar

Start Date: 10/29/2024 8:30 AM CDT
End Date: 10/29/2024 3:30 PM CDT

Venue Name: MCAKC Knowledge Center

Location:

Organization Name: MCAKC

Contact:

The Seven Deadly Sins of Customer Service

This interactive workshop will equip participants with powerful communication skills to enhance customer relationships, boost retention, and increase perceived value. This workshop blends theoretical concepts with practical exercises, ensuring participants leave with actionable strategies to transform their communication skills and drive measurable improvements in customer satisfaction and business outcomes.

Key Focus Areas:

• Understanding and articulating company and employee value
• The R Cycle: Relationships, Retention, Related Sales, Referrals, Recovery
• Overcoming the Seven Deadly Sins of Customer Service

1. Neglecting Basic Customer Service Skills: Mastering name usage, manners, active listening, and positive body language
2. Mishandling Emotional Customers: Identifying common emotional states and implementing effective de-escalation techniques
3. Underutilizing Face-to-Face Communication: Analyzing your "communication pie" and strategies to increase meaningful personal interactions
4. Missing Crucial Communication Opportunities: Identifying and capitalizing on key moments to enhance the customer experience
5. Failing to Take Ownership: Distinguishing ownership from accountability and responsibility & understanding the impact of customer churn and retention
6. Overlooking Personality Perception: Completing personality assessments to recognize how others perceive your communication style
7. Inflexibility in Communication Approach: Applying the Platinum Rule to adapt your style for maximum effectiveness with diverse personalities

Instructor
Lisa Austin is the founder and President of Austin Training Advisors. As a business owner she’s responsible for the day-to-day tasks of launching and running a successful woman owned company. She has been developing and delivering custom employee development workshops since 1997 with a special emphasis on Customer Service, Effective Communication, and Employee Engagement. Prior to opening ATA, Lisa was a senior trainer for a large mutual fund company where she was instrumental at dealing with the challenges and frustrations faced in the fast-changing business world. She is a seasoned professional and her enthusiasm and energy make for a highly motivational experience.

Cancelation Policy
Cancelations for all MCAKC events must be received prior to the event by email to learn@mcakc.org or by phone at 913-948-9200.