Karen Mack Management Consultants LLC
 
 
 
 
 
 

Customer Service

Karen Mack Management Consultants LLC

satisfied customer serviceCustomer Service complaints (internal or external), outnumber Customer Service Compliments When the number of customer service complaints surpasses the number of customer service compliments, your business is on a path that leads to destruction. Customer service, a skill vital to the success of any business, is diminishing at increase rates. Adeptness at pleasing customers elevates companies, agencies or organizations above their competition.

Basic guiding principals exist that anyone can learn to provide adequate levels of service. Excelling in customer service requires comprehensive training that includes listening, and responding appropriately/promptly to customer's questions and request. These skills are covered in detail in Enhance Interpersonal Communication and Emotional Control.

Facilitator TipTip: When talking with customers, paraphrase comments periodically to make sure you understand their position. Paraphrasing also communicates the fact that you are listening.



Communication Seminars

Enhance Interpersonal Communication
Improve Personal and Professional Interaction

fast paced peopleToday's fast-paced, technology-driven society frequently negates the basics of effective communication. This session will build skills to enhance one's daily interaction with colleagues and increase productivity. Information covered meets the needs of individuals for whom communication is critical, whether for business development or personal growth. Training is a combination of lecture, tips/techniques, group work, and interactive exercises to reinforce effective interpersonal exchange. A large part of this seminar focuses on intrapersonal information (self-awareness) to enhance harmonious interpersonal communication.

What to Expect: Review the 3 V's to make better connections. Decipher communication and behavioral styles to identify and ascertain necessary adjustments needed to improve communication. Build skills to deal with difficult people and manage anger and conflict. Develop tact and diplomacy to ease tense situations. Make and maintain a positive, professional image and improve networking skills. Anyone with a desire to communicate more effectively will benefit from this course.

Note: The Insight InventoryTM (style assessment) is recommended to help participants determine professional and personal behavior/communication style(s). Assessments and subsequent training modules will be ordered upon request.


Professional Development Seminars

Emotional Control (EC)
Capitalize on Emotional Intelligence

intellect E.Q. (Emotional Quotient or Emotional Intelligence) has proven to be a more substantive barometer than I.Q. (Intelligence Quotient) when determining one's personal and professional success. Emotional Intelligence is the ability to understand one's feelings to manage and use emotions to improve personal/professional relationships. People with high E.Q.'s can empathize with others and make use of emotional information to make connections and enrich relationships.

What to Expect: The class identifies perceptions, attitudes, and behaviors - while providing steps toward acceptance and change. Assertive techniques are taught to build confidence to better handle emotionally charged events. Managing anger, stress, and negativity is discussed in detail. Communicating effectively when dealing with criticism and conflict are among the most rewarding segments of training. Participants have many opportunities to review past behaviors that have produced negative or unproductive results. Troublesome situations and circumstances, as it relates to the work environment, are identified.

Note: EQ assessments/Anger Management tests can be ordered to evaluate how participants manage their emotions or anger.

     
 
| Business Attire | Camaraderie | Conflict Resolution | Customer Service | Business Etiquette | Meeting Objectives | Negative Emotions | Public Speaking | Team Attitude | Workplace Stress |
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