To help our clients meet their development needs for 2020 SOCAP now offer flexible online training.  There are six short training modules each 60 minutes in duration.  These modules are stand alone and can be completed individually to develop specific skills. 

Participants can also choose to complete a suite of modules and qualify for SOCAP certification in specific areas. 

•    Completion of modules 1,2 and 3 qualify participants for the Customer Service 101 certification.
•    Completion of modules 4,5 and 6 qualify participants for the Difficult Conversations Mastery certification.

The modules are:

1.    Managing the service cycle.  
Duration: 60 minutes

This module examines the 5 phases any service call must progress through.  Problems typically arise when service providers skip steps or move too quickly through the framework.  Specific objectives and techniques are required to make the service experience feel seamless. In this session participants will learn:

a.    The typical service mistakes to avoid
b.    What the service cycle looks like
c.    Key strategies to progress a customer through this cycle

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2.    Dealing with customer dissatisfaction
Duration: 60 minutes

Anyone can provide effective service to a patient and polite customer. The true test of a service provider is when a client becomes emotional.  Unfortunately, emotional and reason are inversely related and once emotion sets in access to reason becomes difficult.  The first order of business is to control the emotion so that a satisfactory outcome can be negotiated in a reasoned manner. In this session participants will learn:

a.    The typical causes of dissatisfaction
b.    How to recognise early warning signs of rising discontent
c.    Practical strategies to mitigate emotion and anger

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3.    Managing difficult conversations with customers.
Duration: 60 minutes

No matter what goods or service your company provide there are three common service challenges you will have to deal with from time to time.  The reality is many service providers manage these challenges very differently and inconsistently.  We demonstrate how to handle these confidently and effectively. In this session participants will learn:

a.    How to manage an unreasonable request
b.    An effective technique for delivering bad news
c.    A six step model to follow when responding to complaints via email.

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4.    The art of influence
Duration: 60 minutes

Your ability to persuade others in the workplace has a profound effect on your effectiveness as well as the productivity of your team, department and company.  Unfortunately, many people undermine their efficacy by failing to understand and leverage fundamental principles that underly influencing success.  In this session participants will learn: 
a.    Common mistakes to avoid and critical skills to develop
b.    How to be assertive
c.    What networking really is, and how to use it.

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5.    Negotiation techniques
Duration: 60 minutes

Whenever we attempt to persuade or influence others we are negotiating. Negotiation is a critical skill which requires preparation and technique.  To complicate matters there are two quite different types of negotiation – competitive and collaborative.  Both are very useful but you need to know when.  In this session participants will learn:

How to negotiate competitively
How to negotiate collaboratively
Techniques to project authority

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6.Performance conversations
Duration: 60 minutes

The role of any service manager is to help staff excel at providing service and they do this in part by having performance conversations.  You are not doing your staff a favour when we do not tell them they are not meeting performance expectations, yet these conversations are awkward and often avoided.  They should not be.  In this session participants will learn:

Why staff may underperform
How to set and manage performance expectations
Techniques for giving productive performance feedback

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