Unisys "Can Do!" Course Description

Title: Can Do!

Type: Instructor-led

Duration: 2 Days

Audience: Employees who work in a service environment.

General Description: This 2-day facilitated workshop enables participants to learn and practice a consultative process to assist in clarifying customer needs and effectively manage customer interactions in a service environment. This highly interactive workshop allows participants to "discover" the critical elements of this process. Additionally, participants have the opportunity to practice new skills as well as strategize how to apply the techniques in a service scenario.

Contents:

• Managing client interactions.
• The consultative process
• Consultative strategies and on-the-job techniques
• Using the process to increase customer satisfaction.
• Minimizing and managing confrontation.

Learning Objectives:

After taking this course, the student will be able to:

• Plan how to use the consultative process to lead client conversations and clarify client needs.
• Defuse potential conflicts with clients.