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Classes and Events

Customer Service, Service Recovery and Telephone Standards Class

Fee: Free

This four-hour class will give Sharp Rees-Stealy clinical staff members ways to improve their customer service skills and provide The Sharp Experience.

At this course, we will discuss:

  • Strategies for promoting a positive service culture, how to identify words and phrases that build customer relationships and how to find out the exact needs of our customers
  • Different types of communication and strategies to improve active listening skills
  • Adverse effects of service breakdown and three easy steps to service recovery
  • Six A's of successful service recovery and what a blameless apology is
  • Empathy and key phrases that help us show empathy
  • Answering phone calls and how to deliver The Sharp Experience over the phone
  • Warm transferring calls and how to manage phone calls and in-person customer service at the same time

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