Customer Service Leadership Program

Delivering Exceptional Customer Service


NEPPA is pleased to partner with Pryor Learning Solutions, Inc. to revitalize the Customer Service Leadership Program: Delivering Exceptional Customer Service.  The Program will be held Tuesday, October 22, 2019 at NEPPA’s Training Center (Littleton, MA).

 Every person in an organization has the ability to make a positive impact on customer relations.  This Program will help train yourself, your staff and your organization to rise to a level of service excellence through leadership.

Who Should Attend

This interactive Program is designed for anyone who interacts with external and internal customers, especially:

  • Receptionists
  • Customer Service Representatives
  • Technical Support Staff
  • Sales & Marketing Staff
  • Supervisors & Managers

Continuing Education

Fred Pryor Seminars and CareerTrack, divisions of Pryor Learning Solutions, Inc. are approved providers of credits through NASBA, HRCI, PMI® and SHRM. This course qualifies for 6 CPE credits.

 

Course Topics & Key Learning Points

  • Making customers feel important, valued and appreciated
  • Remaining calm in the most demanding situations
  • Transforming complaints into valuable customer feedback
  • Say “no” and be firm, without antagonizing
  • Becoming a master in the art of listening
  • Understanding customers with poor communication skills
  • Succeeding with difficult-to-deal-with people
  • Gaining customer support for unpopular policies

Agenda

 Agenda details are subject to change.

Click here to download the detailed agenda.

 

Tuesday, October 22, 2019

8:00 am   Coffee & Baked Goods Available
8:30 am   Welcome & Introductions
8:45 am   The Vital Role of All Customer-Contact Personnel
                   How to Use Teamwork as a Powerful Force
                   Smart Techniques for Better Communication
12:00 pm Lunch
12:30 pm Critical Art of Listening
                   Strategies for Customer Goodwill and Trust
                   Winning Telephone Techniques
                   How to Deal with Complaints and Angry Customers
3:15 pm   Certificates of Completion
3:30 pm   Program Adjourns

Registration Fees  

Registration fees include coffee, breaks and lunch.   

 Members: $495
Non-Members: $945

Cancellations 

Cancellations are accepted until Monday, XXXX, XX, XXXX.  Substitutions may be made at any time. 

Instructor 

Deborah Wilson employs a dynamic and interactive training style that pairs valuable information with practical applications geared to help attendees excel in their professional and personal lives. She brings her teaching points to life through the use of analogies, metaphors, personal examples, and business scenarios.Deborah employs a dynamic and interactive training style that pairs valuable information with practical applications geared to help attendees excel in their professional and personal lives. She brings her teaching points to life through the use of analogies, metaphors, personal examples, and business scenarios.

 To reinforce concepts, Deborah creates a “give and take” setting, encouraging audience response. For example, she might pave the way for a meaningful, issue-oriented discussion by asking attendees to identify specific occurrences and situations that pose problems for them on a daily basis. She then works with participants to explore the various ways they can revisit those scenarios and apply their new tools and knowledge to achieve the desired outcome.

 Deborah travels extensively throughout the United States presenting training to corporations and organizations with a diverse set of occupational, cultural, educational, and situational needs.

Lodging

Lodging is not included in your registration fees and must be arranged directly with the hotel. If you need overnight accommodations, please contact any of the following hotels directly and be sure to mention you’re with NEPPA (or the appropriate code/account number) to receive the negotiated rate:

 

Courtyard by Marriott Littleton  King: $155/night + tax; Queen/Queen: $165/night + tax
102 Constitution Avenue
Littleton, MA 01460
(978) 440-5040 – If calling to make your reservation, be sure to mention either NEPPA or Northeast Public Power

Click here to make your reservation online using the Corporate Rate: BZL *** Due to COVID, please call the hotel directly.

Boxboro Regency Hotel & Conference Center – $99/night + tax
242 Adams Place
Boxboro, MA 01719
(978) 263-8701

The Westford Regency Inn & Conference Center – $109/night + tax (with breakfast)
219 Littleton Road
Westford, MA 01886
(978) 692-8200
Click here to make your reservation online using the Rate Access Code: NEPPA.

SpringHill Suites Devens Common Center – $129/night + tax
27 Andrews Parkway
Devens, MA 01434
(978) 772-3030

Click here to make your reservation online.

Hilton Garden Inn Devens – $129/night + tax
59 Andrews Parkway
Devens, MA 01434
(978) 772-0600

Click here to make your reservation online using the Group Code: BZL.

 

Questions?

Please contact training@neppa.org or call the office at (978) 540-2200.

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