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The Foundations of Excellent Customer Service - A 2020 Perspective

This webinar will help you maintain high-levels of customer satisfaction while minimizing conflict, irrespective of whether you deal with customers face-to- face or over the phone.

February 13, 2020
10:00 AM PST | 01:00 PM EST
60 Minutes
Webinar Id:
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Live Version

$145. One Participant
$295. Group Attendees

Recorded Version

$195. One Participant
$395. Group Attendees

Combo Offers

Live + Recorded
$289 $340   One Participant

Live + Recorded
$599 $690   Group Attendees

Group Attendees: Any number of participants

Recorded Version: Unlimited viewing for 6 months ( Access information will be emailed 24 hours after the completion of live webinar)


The use of this seal confirms that this activity has met HR Certification Institutes (HRCI) criteria for recertification credit pre-approval.
This activity has been approved for 1 HR (General) recertification credit ...more

HSRM Viewing this webinar, its entirety qualifies for a recertification credit hour that may be counted toward SHRM-CP and SHRM-SCP recertification from SHRM. Credit is awarded based on the actual educational time spent in the program. ?
1-hour educational program = 1 PDC.
1-hour and 15 minute concurrent conference session = 1.25 PDCs.
3-hour e-learning course = 3 PDCs.

This webinar is designed to build the foundations of exceptional customer service skills for anyone that deals directly with customers.

Whether you deal with customers face-to- face or over the phone this webinar will help you maintain high-levels of customer satisfaction while minimizing conflict.

Understanding what customers truly want and need in a service experience is highlighted, what their true interests are and how to effectively demonstrate that your truly care about your customer is explored.

Why should you Attend:
  • Want to meet customer needs and deescalate conflict
  • Want to understand what customers truly or want or need in an interaction with you
  • Need to build you or your teams empathy, acknowledgement and playback skills

Areas Covered in the Session:
  • Advanced poll questions of your experience with what customers want
  • Identifying best practices-what today's customers really want and expect in 2020 (based on experience and latest research)
  • The Interest based approach to communication & service-results, process and emotional interests that ALL customers need
  • The core critical skills of empathy, acknowledgement and play back to meet needs while minimizing conflict potential
  • How to reframe the service "forbidden" phrases into more customer-centric responses

Who Will Benefit:
  • Anyone who must deal with front line customers either face to face or over the phone

Tony White is often referred to as the "people skill specialist," as he speaks and train on numerous disciplines ranging from communication and team leadership to change management and negotiation skills. "Energizing, practical, and relevant," describes his style of presentation. He has facilitated training workshops, delivered keynote addresses & facilitated high-level executive initiatives for a broad cross section of business, education, and government organizations for over twenty-five years.

Tony is the author of "Make It Happen - A Practical Handbook for Team Leaders, Project Managers and Facilitators to Build, Facilitate and Repair High Performance Teams.

Tony is unique as he immerses himself in TODAY's organizations, either through ownership or contract opportunities to experience what he facilitates. Over the past twenty-five years, he was a part-owner and director of a private label food manufacturing company, a partner in an international training company, a change management specialist in a global enterprise, a community college outreach partner, as well as an in-house instructional designer with a high-profile government office. All these experiences bring an added level of credibility to what he speaks about, as he currently negotiates on a daily basis.

In addition to his Master of Arts (MA) in Management and Adult Education diploma, he is a Certified Sales Trainer, Certified Personality Dimensionsā„¢ Facilitator, DISC Trained, Adler Trained Coach (ADC), PROSCIā„¢ ADKAR Change Management Trained and a Certified Training Practitioner (CTP).

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