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	Course No.:  WORKCS019         Course Title:  DDI - Taking the Heat to Provide Superior Customer Service Course Description Organizations need to provide superior customer service in order to build customer loyalty and stay ahead of the competition. Service providers, quite often, know how to have a friendly, positive customer interaction but lack the skills to handle an interaction that takes a turn for the worse. This course equips learners with an important skill set that is essential to providing high-quality customer service. These essential skills will help service providers turn dissatisfied, upset customers into satisfied, loyal ones. Learning Objectives Participants will learn how to: 1. Identify the differences between two types of customers - "walkers" and "talkers" - and explain the importance of encouraging walkers to talk about their dissatisfaction. 2. Apply a set of skills (HEAT) that will enable you to identify and respond to dissatisfied customers. 3. Use a set of best practices to taking the "heat" to turn difficult customer situations into positive interactions. Who Should Attend: This workshop is designed for all State of Michigan employees. Registration Information: To register for this class, contact your Agency Training Registrar. Participant Information: Group Size: 9 to 15 Learning Process Employed:   Collaborative Learning     Demonstration     Discussion     Time Required: 3.5  Hour(s) Course Cost: $0.00 Instructor: PHILLIP  KOVACS 313-456-4415   KOVACSP@MICHIGAN.GOV Competencies: Communication   Building Customer Loyalty    Initiating Action      Prerequisites: None