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ELK RIVER MUNICIPAL UTILITIES EDUCATION / SEMINAR REPORT <br /> DATE 11/6/2014 <br /> EMPLOYEE NAME Michelle Anderson <br /> Finishing Well With an Unhappy Customer/Dealing with Difficult <br /> TITLE OF EDUCATION!SEMINAR People <br /> ORGANIZATION SPONSORING EDUCATION SEMINAR Resource Training and Solutions <br /> DATES ATTENDED 11/6/2014 <br /> LOCATION Bartell, MN <br /> WHY DID EMPLOYEE CHOOSE TO ATTEND Because we deal with these customers on a daily <br /> basis and refreshing our skills is always helpful <br /> WHAT INFORMATION WAS LEARNED BY ATTENDING <br /> We learned the value of empathy, giving a customer full attention, acknowledging feelings, apologizing <br /> and asking for clarification. <br /> We learned words or phrases that can inflame a situation and others that can calm a situation. <br /> We also learned that perception can be infuenced by content, tone and non verbal however the <br /> rate at which that perception is influential is different depending on if you are on the phone or in person. <br /> WAS INFORMATION CONVEYED TO SUPERVISOR AND CO-WORKERS AND TO WHO <br /> All of the CSRs attending this training so we were all able to hear it first hand <br /> SIGN T <br /> 140 <br />