microtraining digital

Customer Service: The big 5 competencies

The training is based on the philosophy that the common denominator in any organizational community is RELATIONSHIPS. The workshop will give you some practical tools and techniques that will help you improve your ability to build relationships with customers using the big 5 competencies. The entry points of the webinar are as follows:

DEVELOPING A THOUGHTFUL CUSTOMER SERVICE PERSONA

Learning Objective

understand how to use the big 5 skills for outstanding customer service

Learning Outcome

develop thoughtful relationships with customers based on an understanding of the big 5

Topics:

  • Introduction, agenda and outcomes
  • The big five competencies
  • Do I know the big picture?
  • Do I know how to establish an authentic connection?
  • Do I know how to deliver timely, accurate, and thorough service?
  • Do I know how to value and respond to unique needs?
  • Do I know how to repair and strengthen customer relationships?
  • Your action plan

in class - customer service

A facilitated group session that will help your team adjust and align practice with your organization's core values. Outstanding customer service involves some simple common sense attitudes and behaviors.

webinar - customer service

A facilitated group or 1-on-1 webinar that will help you or your team adjust and align practice with your organization's core values. Outstanding customer service involves some simple common sense attitudes and behaviors. Participants engage with each topic through reflective inquiry which means the course is not a lecture or a collection of pithy tips.Two ways to attend:

  • Group starting at $25 per person - contact us

self-study (3 hrs) - customer service

The self-study program contains the same content as the webinar with asynchronous interaction between you and the facilitator. Participants are required to thoughtfully engage with the content through written responses, an explicit statement of their goal, and an action plan.

The self-study program can be used to engage a team or your whole company in building competency for outstanding customer service.

Three ways to use the self-study program:

  • 1-on-1 training - $155 Self-Study Registration - Customer Service
  • group training with team discussions led by specific group members - starting at 20 per person
  • add custom content that reinforces existing codified core values

 

Managing emotions webinar (anger management)

Webinar Registration - Managing Emotions (CA)

The training is based on the philosophy that personal growth comes when we take ownership of and set boundaries on our behavior. In addition, relationships work best when individuals focus on the impact of their behavior rather than intent.

The workshop will give the attendee some practical tools and techniques that will improve their ability to manage and express their emotions in a way that:

  • recognizes the power of emotions to create a hostile environment;
  • discerns (detects with the senses) the emotional boundaries (property line) of others;
  • reflects a professional persona.

Read more...


Customer Service: The big 5 competencies

The common denominator in any organizational community is RELATIONSHIPS. The workshop will give you some practical tools and techniques that will help you improve your ability to build relationships with customers using the big 5 competencies. 

Read more..

Professional Boundaries - Webinar & Self-study

Professional Boundaries Webinar Registration (CA)  |   Professional Boundaries Self-Study Registration (CA)  

We use a 4-plus-1 competency-based framework to define the skills, behaviors, and attitudes of people who honor professional boundaries.

Four features of the framework are ideal behaviors and traits of an individual working in a team context. The additional competency is unique to your organizational context and role. It is a skill, behavior, or attitude that would help you to be a part of or create a community that works effectively to achieve the overall goals and values of your organization.

Course objectives

  • Encourage virtuous behavior in public spaces by helping you to pay strict attention to professional boundaries;
  • Instill and/or renew a higher level of commitment to adhere to professional standards in lean and rich communication channels;
  • Defend your personal and collective image, identity, and reputation by focusing on impact and not intent.


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