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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 has over twenty-five years of experience as an Accounting and Human Resources (HR) Professional. She has served in senior leadership roles as well as supporting businesses as a CHRO, CFO, COO, HR Manager, HR Generalist, HR Coordinator, Payroll Specialist, Training and Development Provider, Benefits Administrator, Accountant, and active board member for numerous organizations. The variety of industries she has contributed to spans the public, private and non-profit sectors. From this, Deborah has derived a broad understanding of the challenges facing business leaders, HR professionals, and all personnel. After having spent years broadening her skills, knowledge, and experience, Deborah now serves her clients as a Leadership Development and Workforce Trainer, Motivational Speaker, Executive Coach, and Human Resources Consultant, through her business, HR Solutions, LLC. To prepare her for these opportunities to serve her clients, Deborah earned a Bachelor’s Degree in Human Resources Management and an Associate’s Degree in Accounting. She further is a certified Human Resources Professional from leading associations in the world, including a Professional in Human Resources (PHR) from the Human Resources Certification Institute, a Society for Human Resource Management Certified Professional (SHRM-CP), and a Toastmaster’s Competent Leader (CL). To offer added value tools to her services, Deborah has completed training and is an Authorized Partner and Certified Trainer with Wiley’s Everything DiSC®, and most recently became a Certified Maxwell Leadership Trainer, Speaker, and Coach. When Deborah is not working, learning, or volunteering her time, she enjoys hanging out with family and friends, spending time outdoors, and taking in the arts and entertainment offered in her home state of Montana and beyond.