Tag Archives: customer service

Joining Forces: Business Training, Community Education

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Have you heard? Effective July 1, Parkland College Business Training and Parkland College Community Education will join forces, with the united goal of providing opportunities to transform lives through personal and professional development.

Parkland College Business Training and Community Education is positioned to be a “one-stop” for the community’s various demographics, interests, and needs. Through an array of high-quality, customer-driven programs, the department will provide professional growth, career-enhancing training, workshops, social and travel outings, and personal enrichment opportunities.

Services include workshops for individuals who want to upgrade their job skills or train for a new career; corporate and customized training and consulting for area employers; special programs for the underemployed and unemployed, including the Highway Construction Careers Training Program; the Traffic Safety Program; and enrichment classes for all ages, such as College for Kids, computer skills, health and wellness, home and garden, recreation and leisure, and travel classes.

By joining forces, the new department is positioning itself to be self-sustaining, expanding its team and services, and following best practices for the continuing education industry.  The department’s solid core values allow for collaboration, professionalism, diversity, progress, and excellence in all aspects of day-to-day operations and in the opportunities provided to the community.

If you want to learn specific skills to be more productive in your job, we offer workshops just for you!

Popular business training programs of Interest:

For a full list of workshops for your personal and professional interest, check out www.parkland.edu/businesstraining or call 217/351-2235.

Words that Work

Today’s guest writer is Mary Shores, president and CEO of Midstate Collection Solutions, Inc. based in Champaign and creator of the “Words that Work” principle of customer service.

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If you think your customer-service scenarios are bad, let me tell you about mine: I own and operate a collection agency! Any situation involving stressed-out people and their money can be a nightmare, but once you add in the stereotypes and the fact that collections is one of the most reviled industries in the world, you’ve got a recipe for disastrous outcomes. Let’s face it, people hate us more than they hate going to the dentist!

What I have found, however, is that a collection agency is the perfect testing ground for refining customer-service skills. “Words that Work” is a customer-service philosophy I developed in the lab of my own company and have used with success. So, if I can make these customers happy and obtain positive results in my industry, think of what Words that Work can do for you! (After all, do you want a soldier who has only experienced boot camp or one who has been battle-tested?)

Consider this: A happy customer is a walking billboard for your company. Take Harley Davidson as an example. They call their customers “disciples” for a reason. Harley Davidson customers wear their logo, put it on their other vehicles, even tattoo it on their bodies. Heck, I know people who do this who don’t even own a Harley! I want to help you get on the path to creating your own disciples.

Words that Work:

  • Improves customer service outcomes.
  • Effectively diffuses angry or upset customers.
  • Builds trust and rapport.
  • Empowers your staff.
  • Creates consistency.

My philosophy features a three-step manifesto:

  1. Stop Staying Negative Words
    Negative words like “no”, “can’t”, and “unfortunately” reinforce a negative outcome for customers and incite them to do battle with your company. I will teach you what words to stop saying and why they can impact a customer so strongly.
  1. Start Using Words that Work
    Using language that supports the solution rather than the problem is the way to greatly improve the outcomes for your customers and your company. I will teach you what words to use, how to respond in different situations, and how to build consistent results.
  1. Always Say What You Can Do, Not What You Can’t Do
    Build trust and confidence while you create effective solutions for your customers.

Starting in January 2016 at Parkland College Business Training, I will teach you how to never say no and how to create solutions and have them in place to readily resolve customer-service issues. To hold your seat for my session, register here now!

***Words that Work has transformed my business and has changed my life and the lives of my employees and workshop attendees. When I saw the need for this kind of teaching and its applications, not only in business but in personal life, I wanted to reach as many people as possible. I started writing the book Words that Work this year, and it will be published through Hay House Publishing in 2017. If you’d like to follow my progress and receive my monthly newsletter packed with coaching exercises, sign up at www.MaryShores.com.***