Solutions 2009 - (Page 39) 39 Online Learning @ HPT.tennessee.edu LEADERSHIP PLUS+ • Hiring Winning Talent (3-4 hours online) • Motivating Team Members • Developing and Coaching Others DEScRIPTION Use effective tools to select good people and make the most of the on-boarding process. Recognize effective factors that inspire people to achieve their potential. Ensure that training changes behavior and implement effective coaching techniques. SERVIcE, PRODUcTIVITY AND TELESALES • Winning through Customer Service • Dealing with Difficult Customers DEScRIPTION Use effective techniques to deal with different personalities and behavioral styles. Recognize effective calming and focusing techniques in a difficult customer service transaction. Define your customers and uncover their expectations. Recognize qualities and skills that make an employee more professional on the job. Assess their own communication patterns to avoid self-defeating behaviors. Create an environment in which individual differences are evident, valued and respected. Make clear recommendations to customers about the objectives they plan to meet. Use effective listing techniques to uncover customer needs. • Delivering Customer-Focused Service • Professionalism in the Office • Achieving Communication Effectiveness • Diversity Awareness • Making Customer Recommendations • The Incoming Sales Call Center for IndustrIal servICes (888) 763-743 • W W W. C I S . T E N N E S S E E . E D U • (615) 532-8657 http://www.HPT.tennessee.edu http://WWW.CIS.TENNESSEE.EDU
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