Description

Students explore best practices in customer service to strengthen customer relationships and generate organic growth. Students learn theory and practice strategies, tactics, and soft skills that empower them and build customer loyalty. The primary focus is experiential learning activities such as case studies and role playing. Throughout the program students evaluate and exercise their communication skills and emotional intelligence to foster personal service and exceed customer expectations. 

Sean Trainor of NEIT has provided this highly rated interactive training for the Tech Collective on several occasions.  Although offered virtually, this training will still be hands on and interactive.  

Session 1 and 2: 

• What is good customer service and what is poor customer service?
• What is two-way communication?
• What is a customer service culture?

Sessions 3 and 4:

• What is non-verbal communication?
• What is true listening?
• What is a customer service culture?

Sessions 5 and 6:

• What is professional behavior in a diverse customer service environment?
• What traits comprise effective phone skills?
• What are the elements of effective emails and memos? 
• What is a customer service culture?

Sessions 7 and 8:

• What are similarities and differences between internal and external customers?
• What are the elements of effective emails and memos?
• What are strategies to deal with service breakdowns?
• What is a customer service culture?

Presenter Bio:

Sean Trainor is an Assistant Professor at New England Institute of Technology. He received his BA from Providence College and his MBA from Babson College. Sean has a wide range of industry experience in managerial roles including front line supervision, safety and environmental compliance, sales and customer relations, business unit management, and plant operations management. Throughout his career Sean has held many front facing positions. As plant operations manager Sean oversaw a customer service and order fulfillment department responsible for servicing a wide range of customers, from small businesses to fortune fifty companies, providing them with over 40,000 product options. Sean has shared his industry knowledge with his students at the New England Institute of Technology for the last fifteen years.

Required: students will require a good internet connection, a computer with a microphone, speakers, and a camera.  We ask for your home address as course materials will be sent to you.

For more information or questions, contact Monica.Kwarta@Tech-Collective.org