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DTSTART;TZID=America/Los_Angeles:20190710T130000
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DTSTAMP:20260419T120619
CREATED:20190507T052002Z
LAST-MODIFIED:20190507T052002Z
UID:6563-1562763600-1562767200@trainwest.ca
SUMMARY:Front Line Questioning Techniques - Customer Service Training
DESCRIPTION:Seminar Description:\nQuestions uncover Intent vs Commitment; the purpose is to focus on communication and gather data. \nAs someone who is the Customer Service Field\, if you truly wish to understand people\, you must be able to distinguish between what is being said vs. what is not being said – we should be constantly striving for clarity and not accept vagueness. Having good skills in this area will help you minimize the risk you will say something you might later regret. \nEven though questioning is a big part of Customer Service\, unless you can reflectively listen\, synthesize what is being said and accurately summarize what has transpired\, you will potentially miss the real issue(s). \n\n\n\n\n\n\nKey Learning Points:\n\nLearn an active and inquisitive conversational style questioning technique where the CSR guides prospect through issue solving\nLearn techniques on how to identify\, evaluate and resolve the real issues people have\nLearn how to move people from the stages of ‘Curiosity’ to ‘Intent’ to ‘Commitment’
URL:https://trainwest.ca/event/front-line-questioning-techniques-customer-service-training/
CATEGORIES:Customer Service Training
ORGANIZER;CN="Trainwest Online Academy":MAILTO:info@trainwest.ca
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20190703T130000
DTEND;TZID=America/Los_Angeles:20190703T143000
DTSTAMP:20260419T120619
CREATED:20190507T051832Z
LAST-MODIFIED:20190507T051832Z
UID:6561-1562158800-1562164200@trainwest.ca
SUMMARY:Dealing with ‘Unreasonable’ People - Customer Service Training
DESCRIPTION:Seminar Description:\nCustomer service providers often are the first people having to deal with angry\, upset or unreasonable people. This session will look at what makes people “Unreasonable” and how we can react to turn the situation around. \nWe will examine how we can use proven Trainwest Psychological Strategies & Techniques to institute a sequence of events to resolve the situation. \n\n\n\n\n\n\nKey Learning Points:\n\nLearn and understand the games people play to manipulate the situation in their favour\nLearn a process on how to deescalate “the situation”\nLearn how to apply the three (3) Rules of Communication
URL:https://trainwest.ca/event/dealing-with-unreasonable-people-customer-service-training/
CATEGORIES:Customer Service Training
ORGANIZER;CN="Trainwest Online Academy":MAILTO:info@trainwest.ca
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20190626T130000
DTEND;TZID=America/Los_Angeles:20190626T143000
DTSTAMP:20260419T120619
CREATED:20190507T051712Z
LAST-MODIFIED:20190507T051712Z
UID:6559-1561554000-1561559400@trainwest.ca
SUMMARY:Understanding People (Transactional Analysis) - Customer Service Training
DESCRIPTION:Seminar Description:\nTo be an individual on the front-line we need a slight edge to better connect with people; understanding our customers is central to helping them with their problems. Much of our personality is shaped by early childhood influences and teachings – messages that we carry with us throughout our lives. Here you will learn about the foundations of Transactional Analysis\, a model for Understanding Human Personality\, Relationships and Communication. \nAll our early life experiences are assembled into a unique set of beliefs about ourselves\, others and the world\, our ‘Frame of Reference’. This frame is like a distorting lens through which we view life and which gives us a unique personal concept of ‘reality’. Our FoR guides us throughout life unless changed by developing awareness and making decisions to change what we believe. \nIn this session we will review how this model relates to the those on the front-line. We will explore how the components of people’s personality influence their behavior. You will learn how to identify repetitive\, non-productive behavior and how to replace it with more appropriate behavior. \n\n\n\n\n\n\nKey Learning Points:\n\nLearn about three (3) “Emotional States” which govern our Thoughts\, Feelings and Behaviours during any conversation\nUnderstand the three (3) Rules of Communication\nUnderstand how the Drama (Game) Triangle relates to the mind games people play
URL:https://trainwest.ca/event/understanding-people-transactional-analysis-customer-service-training/
CATEGORIES:Customer Service Training
ORGANIZER;CN="Trainwest Online Academy":MAILTO:info@trainwest.ca
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20190619T130000
DTEND;TZID=America/Los_Angeles:20190619T143000
DTSTAMP:20260419T120619
CREATED:20190507T051540Z
LAST-MODIFIED:20190507T051540Z
UID:6557-1560949200-1560954600@trainwest.ca
SUMMARY:Understanding Personality\, Persuasion & Dealing with Different Generations - Customer Service Training
DESCRIPTION:Seminar Description:\nTypically\, people are more comfortable interacting with people who are like themselves.  In this session\, we’ll examine peoples’ communication preferences to improve understanding and communication with both internal and external customers. \nUsing the Extended DISC behavioral profile\, we start by examining the four quadrants and our own preferences. We will learn the differences of the four styles\, how to quickly identify a person’s dominant style\, and the basis of communicating with each one.  Once identified\, we can modify our styles to customers to facilitate optimum communication. \nWe will learn how to avoid conflict with other styles\, make better decisions on how to deal with people\, help you make a positive impact on your performance with others\, and give you techniques you can use immediately to help you deal with your customers the way they want to be treated \n\n\n\n\n\n\nKey Learning Points:\n\nLearn about a model that identifies the main behavioral styles to facilitate interaction with people\nUsing this model\, learn how to effectively communicate with other people\nLearn techniques to that will help you understand your customers better so you can then focus on growing your business\nLearn factors which motivate different behavioural styles which will help you to be more effective in dealing with each style
URL:https://trainwest.ca/event/understanding-personality-persuasion-dealing-with-different-generations-customer-service-training/
CATEGORIES:Customer Service Training
ORGANIZER;CN="Trainwest Online Academy":MAILTO:info@trainwest.ca
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Los_Angeles:20190605T130000
DTEND;TZID=America/Los_Angeles:20190605T143000
DTSTAMP:20260419T120619
CREATED:20190507T051408Z
LAST-MODIFIED:20190507T051408Z
UID:6555-1559739600-1559745000@trainwest.ca
SUMMARY:Defining Excellent Customer Service - Customer Service Training
DESCRIPTION:Seminar Description:\nYou have decided that today is the day you want to take your customer service skills to the next level. Saying you want to improve is easy\, but do you know what direction you want to go? Do you have a clear definition of what excellence customer service looks like? \nIn this session we will uncover what the definition of “Excellent” customer service is\, uncover what “Poor” Customer service is and look at developing a road map to keep you on the process of continuous improvement. \n\n\n\n\n\n\nKey Learning Points:\n\nDefine the difference between ‘Exceptional’ and ‘Poor’ customer service\nLearn how to take your own ‘Temperature’\nLearn how to develop and deliver your own ‘Customer Service Plan’
URL:https://trainwest.ca/event/defining-excellent-customer-service-customer-service-training/
CATEGORIES:Customer Service Training
ORGANIZER;CN="Trainwest Online Academy":MAILTO:info@trainwest.ca
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