⭐ Making Every Contact Count specifically targets the importance of high frequency customer and employee contacts. We often tell folks what we can’t do, and we operate in a mainly negative environment. This course energizes employees and provides tools to accomplish high-quality service and enhanced customer satisfaction without adding time, work or added risk. Participants consistently state that “this course should be mandatory for all public servants.”
⭐ Goal: Accomplish high quality service, increase customer satisfaction and further agency-trust, without compromising safety.
Methodology: Instructor-led
Length: 1-day
Audience: All Employees
When asked what the most important skill-set is, 100% of tenured front-line officers and supervisors stated that it is undoubtedly good interpersonal communication skills. Unfortunately, 98% of these individuals indicate that they have never received formal training on these essential skills. This course is designed to specifically address this void by incorporating essential training that enhances productivity and furthers agency trust.
At its core are the keys to honing traits and skills found within top employees—the same traits that promote high performance in corporate service organizations. Course objectives and activities are designed to improve the attendees’ ability to interact with others, communicate effectively, and adapt to the varying personalities and interactions encountered during the difficult job of law enforcement.
Objectives:
- Analyze their individual communication tendencies
- Identify four personality traits and their influence on our interactions
- Identify what breaks down interpersonal communication
- Review positive and negative service experiences
- Analyze the impact of one’s own attitude, and discuss how to maintain a commitment to positive service interactions
- View and critique videos to gain insight into the frequent negative perceptions of service providers
- Define the three essential elements of high-quality customer service
- List five steps that help accomplish positive service interactions
- Define conflict and experience methods to navigate it
- Improve listening and communication skills that promote positive influence over others
- Discuss methods for interacting with dissatisfied people
- Identify responses to emotions such as fear, anger, and anxiety and how they affect conduct
- Review the importance of the initial greeting in creating a positive impression
- Review basic customer service skills that work, even in emergency services