Note:

The pre-registration is currently closed. If you would like to attend this event, please come to the NWPPA registration desk at the hotel, and our onsite coordinator will be happy to help you.

Who Should Attend:

Customer service professionals and others who work with customers by phone.

Course Overview:

This highly interactive class focuses specifically on working with your customers by phone. During this two-day class, you will identify what is most important about your skills on the phone and focus on ways to engage your customer within the first few seconds throughout the call. It will also help you develop outstanding telephone etiquette and fine tune the ways you phrase your responses. The instructor will take you through various scenarios as examples of how to handle issues that come up during phone conversations. In the end, you will gain some great skills that will help you become a telephone customer service pro!

Course Objectives:

• Appropriate phone etiquette to use with your customers
• The dos and don'ts of customer communication
• Ways to read your customers by listening for key clues during the conversation
• Key statements to use with your customers
• The effects that different language types have on the results you need
• How your body language can impact your customers' perceptions even though they cannot see you

Course Instructor:

Jennifer Webster, PhD, Business Strategies

Course Schedule:

Registration will begin at 8 a.m., and the class will run from 8:30 a.m. to 4:30 p.m. on both days. Lunch, as well as morning and afternoon breaks, will be provided both days.

Course Location & Hotel Information:

Hilton Garden Inn
700 Lindsay Blvd
Idaho Falls, ID 83402
(208) 522-9500

Room rate: $159 for a single/double

Please book your room as soon as possible, but no later than May 27, 2017, to secure this rate. Mention that you are with Northwest Public Power Association when booking your reservation.

Course Fees: