Customer Service - This course identifies the important elements of customer service, and helps participants deal with upset or difficult customers.   A specific plan of action enables participants to move immediately toward remedy and repair. Participants develop personal effectiveness, interpersonal skills and learn strategies for handling difficult customer service situations

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Customer Service & Communication - Participants consider the various ways they communicate to internal and external customers.  Retaining customers takes more than simply satisfying them.  Participants evaluate ways to delight customers in order to retain them.  Six basic customer needs are discussed and participants develop an action plan to address those needs in their business.

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Developing Rapport - What is rapport and why is it critical to success at work? More importantly, how do we go about building rapport effectively in the challenging business environments that we are in today?

This course explores the essential components of building bonds and works with participants to develop specific techniques and action plans that enable them to develop rapport with all types of people. Topics explored include listening, probing, empathizing, mirroring, collaborating, working with challenging people and leveraging diversity.

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Diversity Issues in Today's Business Environment - Diversity is not only an issue when managing a workforce.  Understanding the basics of intercultural communication can make a profound difference in our day-to-day dealings with clients and customers.  This workshop takes an introspective approach to diversity by challenging participants to first define their own culture and compare their ideas of "normal" with differing views.  We will also discuss gender as it relates to diversity.

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Fish! - Here it is! Based on the best-selling book by Lundin, Paul and Christensen, this workshop brings the principles used at the Seattle Fish Market to life in your work environment. Participants will enjoy the "hands-on" approach to this 'fishing expedition' as CTS facilitators demonstrate the power behind; Choosing Your Attitude, Being Playful, Making Other People's Day and Being Present. Great for a fun-filled staff retreat.  Actionable lessons that can be applied in any work environment!

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