03-25-2015 Council Packet - Laserfiche WebLink

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• Using positive language • Using language the customer can understand • Basic Do's & Don'ts Diagnosing Customer Needs • Questioning to determine customer needs • Honing your listening skills • Confirming your understanding • Responding to Customer Requests • Fulfilling customer requests • Handling requests you can't fulfill Taming Challenging Calls • Maintaining your poise with challenging calls • Preventing challenges from escalating • Dealing with angry and upset customers Closing • Confirming customer satisfaction • Telling the customer what to expect • Uncovering additional opportunities for service. Change `dour (Mind, Change Your Behavior Instructor(s) Kaylene Weiser 1035 Adams St. Denver, CO 80206 720-635-0939 weiser680@aol.com Change Your Behavior, Change Your Mind If you're like most people, you have changes you would like to make in your life, ranging from work and finances to health and relationships. But often, despite years of effort, you don't get very far. So, what's standing in your way? A recent study showed that when doctors tell heart patients they will die if they don't change their habits, only one in seven will be able to follow through successfully. Even when it's literally a matter of life and death, the ability to change remains dangerously elusive. In this half-day class, you will explore the most common approach to change: one foot on the accelerator and one foot on the brake. Snapshot of Content ACCELERATING Most of the research and training about change focuses on acceleration: understanding the impact and dynamics of change and suggestions to get moving. You may be convinced that the change (organizational or personal) is the right thing to do. You feel challenged and energized with your foot pressing on the metaphorical accelerator.