Employee Training

Overcoming Negative Attitudes
Course Overview: Have you ever been around a chronic complainer or someone who is constantly negative? Negaholism is a condition that is sweeping the workplace, and sucking the life out of those of us trying to keep an upbeat attitude. In this session, employees will learn how to model and foster positivity in the workplace, and explore how to confront energy vampires.
Audience:  All employees
Length: 1-3 hour presentations

Understanding Your Communication Style
Course Overview: The diversity of the workforce and the different communication styles individuals bring to the workplace increase the odds for miscommunication. In this session, participants will identify their preferred communication style as well as explore how to communicate with people who have other communication styles.  
Audience:  All employees
Length: 1-3 hour presentations

Serving the Difficult Customer
Course Overview:  Customer relations can be difficult. In this training, you will learn how to defuse tension and to avoid making remarks or costly mistakes that can turn a difficult customer into an upset one. By placing yourself in the role of the customer, you control the situation and gain the ability to avoid misperceptions or misunderstandings. Participants will also learn how to effectively respond to unreasonable demands in an appropriate and calming manner. After the training, participants will be able to understand the needs of difficult customers, address their concerns efficiently, and maintain self-confidence and control over the situation.
Audience:  All employees
Length: 1-2 hour presentations

Providing Exceptional Customer Service
Course Overview: Total customer service is the ultimate formula for creating return customers. Excellence in customer service will ensure that your guests and customers will return over and over. Providing exceptional customer service requires a total commitment by your business. This training discusses approaches and ideas on how to overcome obstacles and provide exceptional customer service to guests, customers, co-workers, and anyone else your employees deal with on a regular basis.
Audience:  All employees
Length: 1-3 hour presentations

Professional Phone Skills & Email Etiquette
Course Overview: This training will help your employees develop the skills they need to project a positive image on the telephone and through email as well as establish good rapport with their customers. During the session, participants will learn the rules of etiquette when it comes to providing customer service via the phone and/or email, and how to use the technical resources they have been given to provide excellent customer service.
Audience:  All employees
Length: 1-2 hour presentations

To schedule a training for your organization, contact The Village Business Institute.