Premier Training Solutions


Phone: (828) 333-1484

Enhancing the Customer Connection

Corporate Track: The Service & Sales Connection

Workshop: Communicating with Ease, Effective Communication Skills

Concern: "My associates need skills that will help them create positive interactions with all our customers, not just the easy ones."

Quote from a previous participant:   “I now have more productive ways to handle customers, especially the ones who are really angry!” CSR, Fraud Division, Wells Fargo

Not leaving your service skills to chance means having a step-by-step approach for creating positive interactions every time.

During this interactive workshop participants will:

  • Connect With Customers using a four-step strategy.
  • Practice listening skills designed to:​
    • Build rapport
    • Defuse upset and/or angry customers
    • Say “No” in a customer-focused manner
  • Leave with an Action Plan they will create during the session.

Included at no extra cost - Customization of the participant's workbook:

  • ​After a fact-finding call, we will incorporate statements you regularly hear from your customers into the skill practices.
  • Addition of your company’s name, logo and Vision Statement.

 Workshop Specifics:

  • Audience: Customer Service Representatives responsible for offering additional products and/or services during service calls. ​
  • Length: Four hours.
  • Format: Interactive workshop environment and skill practice.
  • Class size: Minimum 6 and up to 18 participants per session.