Have you ever encountered an unpleasant customer and not known what to say or do? Do you wonder if you are assertive enough with people who are demanding? Do you struggle to solve problems? Working in the customer service industry might seem like a relatively easy job, however, it can be just the opposite. Customer service personnel have to deal with customers coming from different sectors of society and with different mindsets, which can make things difficult, to say the least. This workshop will help you develop skills to excel in any customer service position regardless of your responsibility, type of business, or the customers you serve. You will learn to recognize service delivery as an individual response value; understand how your own behavior impacts the behavior of others; develop more confidence and skills as a problem solver; communicate more assertively and effectively; and learn principles to help make customer service a team approach. Customer service requires a wide range of important and valuable skills. Ensuring you have these skill sets in your vault will make your job that much easier!