||The Customer Service Mindset
||• The service principle
• Creating the customer service environment
• Learning what customers expect
• Important differences between internal & external customers
||Is the Customer Always Right?
||• Managing customer expectations
• The nature of complaints
• Key differences between face to face and over the phone
• Balancing customer satisfactions with business results
||Listening to Create Results
||• Getting to the core of the issue
• Resolve issues so they stay resolved
• Control the timing and the direction
• Helping to lead the other person to their own solution
||• Identifying the real issue
• Recognizing emotions
• Avoiding misunderstandings
• Listening in hectic situations
||Dealing with Emotionally Charged Situations
||• Controlling your own emotional response
• Diffusing negative emotions
• The art of the apology
• Persuading them to take no for an answer
This program is designed for professionals of all levels interested in acquiring or improving their customer service skills and receiving feedback on their performance.
Program Dates / Locations
While this course is not scheduled at this time, any of the executive education programs offered by the Hudson Center of Entrepreneurship and Executive Education (HCEEE) can be delivered to your organization either in our classroom or at your location. Please contact us for more information.
Fee of $495 includes tuition, instructional materials, textbooks and lunch.
Eleanor Marschke, D.B.A.
Dr. Eleanor Marschke is a results-driven, goal oriented Human Resource Executive with strong problem solving, decision-making, communication, interpersonal, motivational and leadership skills. She successfully created and implemented a focused corporate vision for a Fortune 200 company over the last twenty eight years as a Regional Sales Manager. In the last five years she has been a professor at two universities and has conducted over eighty classes in Human Resource and Master Level Business classes with an excess of 1,350 students. She is a creative mentor and trainer who has been an enthusiastic life-long learner, with multiple decades of human resource facilitation, presentation skills and business skills that enable her to be a more effective college educator and professional.
Dr. Marschke has a Bachelor's degree in Marketing, an MBA in Human Resource Management and a Doctorate in Business Administration. She has had extensive experience in sales as Senior Territory Manager with two large corporations. She is a Six Sigma Yellow Belt and SHRM certified professional.
Comments From Past Participants
"Dennis was very engaging and knowledgeable."
Lance Fulse, Organizational Development Manager | Polk County Sheriff's Office
"His [Dennis Lucas] presentation was very well written and presented. Touching on many areas of customer service, and applicable to all different types of businesses."
Jaye Garcia, Senior Customer Services Representative | City of Fort Lauderdale
"Mr. Lucas was well prepared with all pertinent material at hand. Kept the course interesting and by engaging the classroom made us feel part of the whole learning experience."
Jose Martinez, Enhanced Services Representative | SeaMobile, Inc.
"In my field of work, it is crucial that we meet the highest expectations. This program helps you reach that goal."
Tiffany Polanco, Customer Service Specialist II | City of Miramar
"The instructor, Dennis Lucas, was a sheer delight. He is an asset not only to the students, but the University as well."
Diane McMillan, Enhanced Services Representative | SeaMobile, Inc.
Using core programs, we can customize the material to fit your corporate training needs. With our extensive resources and program facilitators, we will design a program that is tailored to fit your specified objectives and requirements.
Substitution, Cancellation, Fee and Transfer Policies
We realize that occasionally you need to cancel your registration. You can substitute another individual in your place at any time prior to the first day of a program.
If you wish to receive a credit toward a future program: we will allow you to transfer you registration to a future date of the same program you are enrolled in currently, provided we receive written notice two weeks prior to the start date of the class you are currently registered in. You are permitted to re-register only one time.
If you wish to receive a refund: written cancellations received 30 calendar days before a program begins will be issued a full refund, less a $150.00 processing fee; written cancellations received 6 to 29 calendar days prior to the start of a program will get 50 percent of the registration fee refunded. We apologize but we cannot provide a refund if we receive your written cancellation in five or fewer business days prior to the start of the program.
In the event of non-payment, the responsibility for any fees incurred in collecting the payment is the responsibility of the customer.
Fees and dates are subject to change without notice.
For additional program information, please contact us at:
Hudson Center of Entrepreneurship and Executive Education
H. Wayne Huizenga College of Business and Entrepreneurship
Nova Southeastern University
3301 College Avenue, Carl DeSantis Building, Suite 2088
Fort Lauderdale-Davie, FL 33314
Toll Free: 800.672.7223
, ext. 25161
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