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Course:
Split Second Customer Service for PMPs
PDUs: 1
Technical Project Management PDU Value: 0
Leadership PDU Value: 0
Strategic and Business Management PDU Value: 1
Category: Course/Training
Author: Drew Stevens, Ph.D.
Available Versions: DOWNLOADABLE
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Select a package below. Note that all hardcopy orders include the downloable version!
Split Second Customer Service for PMPs - DOWNLOADABLE VERSION

PDUs:1    Price: $77.00
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Split Second Customer Service for PMPs

by Drew Stevens, PhD

You learned the intricate rules of project management but what they didn't teach you was how to adjust and manage people. On the front line, you deal with milestones and expectations of individuals. And you have to be prepared to meet and service their deadlines, while going beyond their expectations. It is not just about completing a project but how well you relate and communicate to your team and suppliers that really matters.

Dr. Drew Stevens, author of the soon to be released book "Ultimate Business Bible and Grand Slam Customer Service helps project managers master that balance between projects and people. He teaches you the secrets to increasing your level of service and expectations without time and money. You may be the best project manager in the organization, but if your service is poor not many desire your services.

In this course, you'll learn how to:
· Develop effective customer relationships and gain customers for life

·  Correct common communication flaws that decrease frustration and project breakdowns

·  Identify and avoid common service blunders that lead to lost milestones and even projects

- Identify methods to learn customer expectations

Course Outline

  • Identify and avoid common service blunders
  • Steps to delivering grand slam customer service
  • How to Develop the Keys to Service Success
  • What constitutes exceptional customer service? PRACTICE TM Your Customer Service
  • How to Develop effective customers for life
  • Correct common communication flaws
  • Learn how internal communication can have a negative impact
  • Generational Challenges in Service
  • Vendors, Supplier Expectations
  • How to handle disagreeable individuals
  • How to anticipate needs every time

Course Agenda

  • Positive First Impression – you must be genuinely interested in assisting others. passion and empathy separates the athletes from the spectators.
  • Rapport – 98% of every interaction involves trust and respect. Ensure you establish rapport with every client.
  • Assess the Issue – Asking provocative questions is the only way to get to the heart and soul of every issue.
  • Communication – The best communicators listen first and speak second. Athletes know when to ask and when to tell.
  • Time Management – Customer Service representatives are trained to expeditiously respond to issues but can you do this qualitatively too?
  • Interest – Gaining interest requires an understanding of the multi generational and cultural issues that assist in building rapport and becoming genuinely being interested in others, a famous Dale Carnegie and biblical trait.
  • Closing on a Positive Note – Always close your calls on the positive side seeking to address any open issues and questions.
  • Evaluation - Customer service requires conviction and passion to aid others. Once complete with your calls ensure you also evaluate to carry these themes from call to call.

Courseware

  • Split Second Customer Service - Course Guide
  • Split Second Customer Service - Audio
Add This Course To Your Cart
Select a package below. Note that all hardcopy orders include the downloable version!
Split Second Customer Service for PMPs - DOWNLOADABLE VERSION

PDUs:1    Price: $77.00
Select Quantity