Effective Customer Service & Marketing Strategies

http://goo.gl/z4Vlx9
fortune-cookies-354525_640_adapted.jpg


Goals |


By the end of our session, you will be able to:
  • Identify difference between effective and ineffective customer service skills
  • Demonstrate how personality traits impact customer service
  • Demonstrate effective listening, conflict management, and phone etiquette skills
  • Analyze customer service scenarios
  • Give and receive constructive feedback using effective communication skills
  • Explore technology tools to promote customer service and marketing
  • Produce resources to promote customer service and marketing


Agenda |

Day 1



Tuesday, August 12
10:15 - 11:30 am
--Welcome/Overview/Logistics/Shared Agreements

1:00 - 4:00 pm
--Personality Traits and Customer Service Skills
--Customer Service Experiences: Best & Worst Characteristics

Day 2



Wednesday, August 13......
8:30 - 11:30 am
--Customer Service: Creating a Tagline or Motto

1:00 - 4:00 pm
--Active Listening Skills

Day 3



Thursday, August 14
8:30 - 11:30 am
--Google Drive Introduction
--Creating a Customer Service Survey using Google Forms

1:00 - 4:00 pm
--Using QR Codes to Connect with your Customers
--Creating an Animoto Video

Presenter Contact Information|

Sharon Fink
sharon.fink@dpi.nc.gov
Julie Garber
juliane.garber@dpi.nc.gov


Home >> Day 1 >> Day 2 >> Day 3 >> Resources