Doing Business

Upcoming Training Courses

Conflict Resolution Skills in Customer Service

Thursday, January 27, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

Conflict is a common problem in any organization. Often, customer service representatives are uncomfortable dealing with conflict because they do not have a process that keeps emotions under control. The good news is that an understanding of conflict, why it occurs, and how to manage it can help you turn a conflict situation into a positive opportunity for improvement and better customer service. Participants will have the opportunity to identify the key skills that they can practice to improve their ability to handle conflict in a productive way, that will make happy, long-lasting customers.

Learning Objectives:

• Explain why conflict occurs.
• – Recognize effective and ineffective ways of handling conflict.
• – Apply the correct conflict style to use when in various conflict situations with customers.
• – Apply knowledge of the three stages of conflict to prevent unnecessary escalations.
• – Explain how listening styles can affect conflict resolution.
• – Summarize best practices for mediating and communicating with customers to find a resolution.

Intended Audience: New and experienced Customer Service and Sales Representatives who want to develop or improve their conflict resolution skills. Also suitable for individuals who have experience resolving conflict but are in need of new practical ideas for dealing more effectively with customer conflict.

Workshop Length: 4 hours

Conflict Resolution Skills in Customer Service

Thursday, January 27, 2022 | 1:00 p.m. – 5:00 p.m. | $99 per person

Conflict is a common problem in any organization. Often, customer service representatives are uncomfortable dealing with conflict because they do not have a process that keeps emotions under control. The good news is that an understanding of conflict, why it occurs, and how to manage it can help you turn a conflict situation into a positive opportunity for improvement and better customer service. Participants will have the opportunity to identify the key skills that they can practice to improve their ability to handle conflict in a productive way, that will make happy, long-lasting customers.

Learning Objectives:

• Explain why conflict occurs.
• – Recognize effective and ineffective ways of handling conflict.
• – Apply the correct conflict style to use when in various conflict situations with customers.
• – Apply knowledge of the three stages of conflict to prevent unnecessary escalations.
• – Explain how listening styles can affect conflict resolution.
• – Summarize best practices for mediating and communicating with customers to find a resolution.

Intended Audience: New and experienced Customer Service and Sales Representatives who want to develop or improve their conflict resolution skills. Also suitable for individuals who have experience resolving conflict but are in need of new practical ideas for dealing more effectively with customer conflict.

Workshop Length: 4 hours

Customer-Focused Communication and Listening Skills

Wednesday, March 16, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

Organizations today need customer service personnel with effective communication skills, and the ability to clearly send and receive messages to and from their customers. In this workshop, you’ll learn how to effectively communicate verbally and nonverbally as well as how to listen for maximum understanding. You can expect to leave this workshop with a better understanding of your own communication strengths and opportunities as well as practical ideas for improving your own communication with your customers.

Learning Objectives:

• List the three channels of communication and describe what each consists of.
• Identify which channels of communication most affect communication.
• List common barriers to communication.
• Describe how to communicate effectively across generations or cultures.
• List the three parts of a message.
• Identify the three levels of listening.
• Explain the two listening tools of paraphrasing and empathic listening.
• List guidelines for active listening.

Intended Audience: Customer Service and Sales Representatives who want to develop or improve their communication and listening skills.

Workshop Length: 4 hours

Writing Effective Customer Service Emails

Wednesday, April 13, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

Billions of emails are sent each day around the world, and employees of most organizations spend a good portion of their days processing email. The ability to write clear, concise, and effective emails that get the desired results is a key skill needed in all organizations. This skill-set is extremely important in a customer service role. In this workshop, you’ll learn the keys to writing effective customer service emails using multiple examples and hands-on activities. 

Learning Objectives:

• Explain why effective emails are important in customer service.
• Compose a clear and concise email subject line, greeting, and closing.
• Organize and compose the body of an email effectively to get the desired result.
• Summarize best practices for writing effective emails in customer service.

 Intended Audience: Customer Service and Sales Representatives who want to write effective emails.

 Workshop Length: 4 hours

Building Self-Confidence and Trust in a Customer Service Role

Wednesday, May 18, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

Self-confidence is a critical trait for every customer service representative to possess in the right balance. Trust is the glue that holds every customer relationship together. While trust is a simple thing, it is not always easy to accomplish with customers, especially in the beginning. In this course, participants will learn reliable principles and methods for building trust that every customer service representative can use. Participants will have the opportunity to select the key skills that they can practice to gain the ease of genuine self-confidence and use reliable methods for building trust with customers.

Learning Objectives:

• Define self-confidence.
• Assess your own level of self-confidence.
• List the six rules of building your own self-confidence.
• Explain why self-confidence is a key trait for customer service representatives.
• List qualities of trustworthy people.
• Summarize the 10 rules of building trust with customers.
• Explain the connection between trust and customer relationships.

Intended Audience: Customer Service and Sales Representatives who want to develop or improve their skills related to building self-confidence and trust. Also suitable for experienced individuals who are in need of new practical ideas for building self-confidence and trust in customer service.

Workshop Length: 4 hours

Managing Stress in the Customer Service Arena

Wednesday, June 15, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

Today’s customer service representatives typically have a lot to do and too little time to do it, a situation that commonly leads to stress. In this workshop, you’ll learn about how stress affects the body, and learn how to assess your own stress level. You’ll also learn tools for identifying sources of stress and learn proven techniques for managing stress.

Learning Objectives:

• Explain how stress affects the body.
• Assess your own stress level.
• Summarize organizational causes of stress.
• Identify signs of stress.
• List techniques for managing and reducing stress.

Intended Audience: New and experienced Customer Service and Sales Representatives who want to develop or improve their stress management skills. Also suitable for experienced individuals who are in need of new practical ideas for managing stress.

Workshop Length: 4 hours

Time Management and Customer Service

Wednesday, July 13, 2022 | 8:00 a.m. – 12:00 p.m. | $99 per person

The customer service environment is complex and demanding, which can make it difficult to get things done. However, as a customer service representative, how you spend your time directly affects the business and customer relationships. In this workshop, you’ll learn tools and techniques you can implement immediately that will help you get things done, making you a more valuable resource to your organization and to your customers.

Learning Objectives:

• Identify factors that prevent you from effectively managing your time.
• Determine what is important and what is not.
• List tools for keeping track of tasks.
• Explain how to effectively delegate tasks.
• Summarize best practices for managing your time.

Intended Audience: Customer Service and Sales Representatives at all levels who want to develop or improve their time management skills.

Workshop Length: 4 hours

Positioning our community for growth! Some of the following services are provided through on-site training/analysis projects and workshops:

• Cyber Security Compliance
• Energy Efficiency & Sustainability
• Internal Auditor Training (IATF)
• Leadership Development
• Lean Manufacturing
• Lean Office
• Quality Improvement
• Quality Systems (ISO)
• Six Sigma
• Supply Chain Services
• Training Within Industry (TWI)

Next Level Jobs—part of Governor Holcomb’s Next Level Indiana agenda—aims to equip working-age Hoosiers and Indiana employers with the training and skills they need to succeed in the 21st Century economy. Developed in partnership by the Governor, the Indiana Commission for Higher Education, and the Indiana Department of Workforce Development with support from the Indiana General Assembly, Next Level Jobs features two targeted grant programs:

• Workforce Ready Grant program for working-age Hoosiers
• Employer Training Grant program for Indiana employers
• Rapid Recovery Program Expansion