In todays’ highly charged environment, it is likely that employees who deal directly with customers will experience challenges from individuals who may be anxious or contentious. These situations pose challenges for Service Advisors in having to respond appropriately and resolve issues while preserving the customer relationships. These challenges are further complicated by the safety measures and restrictions imposed due to the COVID-19 pandemic. Over time, the stress caused by these charged situations can take a toll on employees both personally and professionally.
This workshop is designed to provide strategies for handling challenging customer situations particularly in the age of COVID-19 while also learning stress management strategies to use both in the moment and over the long haul.
Presenters
Paul Dosescu, Trainer at American Financial & Automotive Services, Inc., an NHADA Diamond Partner.
Mary Kimmel, Senior Account Manager at KGA will also provide a segment on handling stress on the front-line.
Overview
By creating an interactive environment, course participants will journey from discovering what the modern client expects from an after-sales experience to exceeding those expectations using a unified 5-step process.
Current Client Expectations
- What do our clients expect?
- Purchasing influences
Elements of Excellence
- Integrity – Acting in the best interest of the client
- Service – Tending to the client’s needs according to company values, morals, and culture
- Development – A personal and collective commitment to advancement, growth, or improvement
- Professionalism – Look, act, sound professional in circumstances, relations, and interactions
5-steps of a World-Class Service Experience
- Discovery
- Consultation
- Value experience
- Delivery experience
- Follow-up
How to Handle Stress on the Job and De-Stress Before Heading Home (Mary Kimmel, KGA)
- Explore strategies for dealing with challenging customer situations
- Learn stress management techniques
- Identify the building blocks for long term resilience
To register:
use registration form, register online at nhada.com,
or contact Kaleena Guzman at kguzman@nhada.com or 800-852-3372.
FREE TO NHADA Workers’ Compensation Trust Members
The WCT Board of Directors Highly Encourages Your Participation!
