IPI Professional Development Course: Customer Service and Conflict Resolution Training — November 1, Garden Grove, Calif.

This IPI training is presented in conjunction with the 2016 Annual California Public Parking Association (CPPA) Conference & Trade Show. Registration is managed by CPPA. REGISTER HERE.

Customer Service

This course provides attendees with basic concepts related to the delivery of customer service. Topics include the dimensions of customer service, customer acknowledgment, effective communication methods, and techniques that can be used when interacting with difficult customers. Attendees will also gain valuable insights into how they may be perceived by customers and co-workers.

In this course, attendees will learn how to:

• Review statistics on how customer service word of mouth and social media reports spread and what that means for your organization and returning customers.
• Explore how to handle difficult and angry customers in a positive manner, including the importance of nonverbal behaviors.
• Identify the three dimensions of customer service.
• Illustrate how the “Model of Communication” can contribute to a positive customer interaction.
• Recognize the benefits of active listening including how to restate, summarize, divide, and clarify the customer’s words to facilitate problem solving.
• Use acknowledgement and positive interactions to deliver good customer service

Conflict Resolution

This course will provide attendees with concepts and techniques intended to neutralize and de-escalate customer conflict. Topics include sources of workplace conflict, personal motivations that contribute to conflict, and an assessment of the attendees personal communication style as it relates to conflict. Class discussion will include methods of dealing effectively with aggressive behaviors and angry customers.

In this course, attendees will learn how to:

• Examine the four sources of workplace conflict.
• Evaluate personal conflict style by completing and analyzing an assessment.
• Effectively apply communication techniques during conflicts with customers and co-workers.
• Explore how the five stages of group development affects conflict and workplace needs.

Presented by Cindy Campbell, IPI Senior Training & Development Specialist.