Date(s) - 05/07/2020
9:30 am - 3:30 pm
What is good customer service? How can customer service go from good to great? Is it true that many times it’s not what you say but how you say it? What are some pitfalls that many staff experience when trying to deliver great customer service? Does one’s attitude actually count when interacting with patrons? What are some successful strategies to use when dealing with difficult patrons? What techniques can be used to reduce customer service stress? What are the basics of great communication practices? Are there different ways to say no to a patron? Find out the answers to these and other important customer service questions during this information packed training session. Participants will learn what exceptional customer service is, how to project a customer friendly image, how to handle demanding patrons, and more.
Participants Will Be Able to…
Describe exceptional customer service
Identify the benefits of great patron service
Describe what customer moments of truth are
Describe the communication process, factors that affect the communication process, effective communication practices and
how they relate to customer service issues
Recognize active listening practices
Apply conflict resolution strategies with patrons
Identify basic patron needs and how to fulfill them
Recognize barriers to the delivery of outstanding customer service
Use specific techniques to effectively deal with angry or upset patrons
Identify types of behaviors that patrons don’t like or appreciate
Apply basic strategies to influence patrons in a positive way
Biography ~ Michael R. Clark
Michael R. Clark has an extensive background in the areas of management development, quality improvement implementation within organizations, and facilitation of strategic planning sessions and executive retreats. He has worked as a Training and Performance Improvement Director for various State of Florida government agencies for approximately eighteen years and has been the President of MRC Consulting for sixteen years.
Mr. Clark has developed, marketed, implemented, coordinated, and evaluated quality improvement initiatives for various organizations. He also has designed and developed numerous training programs using the Instructional Systems Design methodology, and has provided over 2000 seminars, workshops, and presentations covering a diverse set of topics (with a focus towards developing leadership skills for managers and supervisors). Mr. Clark has conducted multiple Management Training Institutes for NEFLIN, as well as open enrollment courses for both NEFLIN and TBLC. He also has extensive experience conducting various types of needs assessments as well as developing back-end evaluation processes. Besides training, he has extensive experience consulting with organizations regarding performance improvement efforts (which includes small group and one-on-one executive coaching). Also, his background includes human resource management experience, such as assisting organizations with their hiring efforts.
Mr. Clark has earned a B. S. degree in Experimental Psychology, a M.Ed., and has completed the course work for a Ph.D. in Educational Administration (with an emphasis in Instructional Systems Design methodology) at Florida State University.
Priority seating will be given to TBLC Members.