Training Catalog 2019 Training Catalog Jan 2019 | Page 43

Goal Setting and Getting Things Done
Goal Setting is one of the most basic and essential skills
someone can develop. We touch on goal characteristics, time
management, and what to do when setbacks occur. This
workshop will provide the knowledge and skills your
participants need to complete more tasks, and get things
done.
Our Goal Setting and Getting Things Done workshop will cover strategies to help your participants deal
with distractions and overcome procrastination. These skills will translate into increased satisfaction in
their professional and personal lives. Your participants will learn the Goal Setting characteristics of
successful people and in turn will become happier and more productive individuals.
Course Outline:
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Overcoming Procrastination
Four P’s of Goals Setting
Improving Motivation
Wise Time Management
Tips for Completing Tasks
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Increase Your Productivity
To Do List Characteristics
SMART Goals
Mistakes Will Happen
Handling a Difficult Customer
Wouldn’t the world be a great place if every customer was a pleasure to deal
with? We all know that is a fantasy land. So what is the best way to handle a
difficult customer? Through our workshop your participants will learn stress
management skills, how to build rapport, and recognizing certain body
language.
By utilizing our Handling a Difficult Customer workshop your participants will
see an increase in customer service, productivity, and a decrease in unhappy
customers. Your participants will be provided a strong skill set including in-
person and over the phone techniques, addressing complaints, and
generating return business.
Course Outline:
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The Right Attitude Starts with You
Internal Stress Management
External Stress Management
Transactional Analysis
Why are Some Customers Difficult?
Dealing with the Customer Over the
Phone
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Dealing with the Customer In Person
Sensitivity in Dealing with Customers
Scenarios of Dealing with a Difficult
Customer
Following up With a
Customer Once You Have
Addressed Their
Complaint