Principles of Customer Contact

CLASSROOM TRAINING
Participants at this training will receive real-world tools, tips, and techniques for connecting with the public even in the most challenging of situations. Many citizens have become more vocal, confrontational, and even intrusive. This is a chance to learn influential, practical, and compelling ways to convey your message, contain and control an encounter, and potentially avoid conflict. If you are a person with a disability and need an accommodation to participate, please contact the California JPIA training division by email, training@cjpia.org, within two business days of the training date, noting that the Authority is closed on Fridays. (Duration: 2 Hours)
Topics Covered:

• How to approach a member of the public

• How to create rapport with the public

• How to use tactical communications effectively

• Understanding why you’re saying what you’re saying

• Meeting objections and anger

• Setting the context for what you want to achieve

• Phrases and words to avoid

• How to code your communications for the best results

Duration:
2 hours
Code/regulation:
Best Practices
Who should attend:
Employees who interact with or encounter the public.
Frequency:
As Needed
Date:
Thursday, November 21, 2019
Time:
9:30 AM
Instructor:
Scott Grossberg
Location:
Lakewood - Council Chambers
Date:
Thursday, November 21, 2019
Time:
1:30 PM
Instructor:
Scott Grossberg
Location:
Lakewood - Council Chambers
To register for training, click here.
Need Help? Comments?
Send us an Email