Giving Great Customer Service Description: Sandra Crowe author of "Since Strangling Isn't an Option..." and "I Didn't Sign Up for This" shows us how to give great customer service in any organization even when so many factors make it difficult. These include organizational blocks, bureaucracy, customer attitudes, and lack of support from colleagues to name a few. So how can employees be supported to give better customer service in the face of all this? This program will support employees in the areas where it makes it difficult to give great customer service. They will be guided, coached, and shown new ways of making customer service an enjoyable experience for the customer as well as themselves. Topics to be addressed include: Topics: *How to read what the customer may not be telling you *What to do when the customer becomes irate: The 6 Step Whole Brain Approach *What to do when you (the employee) become irate *How to handle things when you’re overwhelmed *How to get support from colleagues *Learn to keep yourself calm even when things are heating up *See yourself as a leader in the interaction and in the organization The format will be a mixed one. The methodology will include interactive exercises, participation, and giving and receiving of relevant information. Each session will begin with an informational piece on why it’s important to have great customer service skills including the important elements of customer service. Participants will see how the information relates to their circumstance. The second part of the session will be skill building. They will have an opportunity to practice a skill described in the lecture. This part of the session will give them the opportunity to gain a new skill they can practice and report on in future sessions. The last part will be an opportunity to get coaching in areas where they are having difficulty giving effective customer service. They will be able to speak about challenges and breakdowns and receive answers on immediate actions they can take to change their situation. In this way the program will be shaped by the participants, the information given, and the issues raised as a way to practically implement the critical elements of effective customer service. At the end of the sessions participants will exhibit new communication skills, handle their customer service challenges with greater ease and gain more self-control. They will feel and act more confident and step into breakdowns with greater ease and skill.