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| An established international training company with over
18 years experience, Donna Earl & Co. achieves
results through customized customer service training,
leadership and management skills training, coaching and
consulting. From AT&T to British Telecom, Gartner
Group to Parker Hannifin, we have provided expertise in
customer service, emotional intelligence, leadership,
and management skills training. |
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| January, 2008 - See Donna's insights on dealing
with difficult and abusive customers in Montreal
Gazette. |
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Let us help your organization achieve exceptional levels of:
- Customer service
- User-friendly tech help desk support
- Customer retention and loyalty
- Increasing new and repeat sales
- Integrating customer service throughout the organization
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- Internal Customer Service
- Leadership effectiveness
- Team productivity and performance
- Leading and working with Emotional Intelligence
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Customer
Service Training
CUSTOMER SERVICE TRAINING
will increase customer service agent professionalism and reduce
stress. Our on-site Customer Service Seminars tailored to your organization
will increase sales, customer satisfaction and loyalty. Change angry
customers into loyal advocates. Agents will learn to communicate
effectively whether delivering service on the phone or in person.
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Excellence
in Customer Service develops customer service agent
effectiveness in communicating with the customer, problem
solving, turning around customer complaints, and handling
emotions.
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Take this free
assessment to see if this course would benefit your group.
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Customer
Service Skills for the Technical Professional will
assist IT professionals, engineers, technical field service
reps, and IT help desks create positive customer satisfaction
for both internal and external customers. These courses are
tailored to your group needs, whether they deliver tech support
in the field or on the phone.
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Take this free assessment
to see if this course would benefit your group.
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Internal
Customer Service Seminar instills the principles of
internal customer service and activates interdepartmental
support. Employees learn to respond more effectively to internal
customers and improve workplace communication.
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Dealing
with Difficult Customers trains customer service personnel
to handle difficult and abusive customers. Customer service
agents will develop advanced communication and problem solving
skills, 'emotional body armour', and proven techniques to
defuse difficult customers.
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Managing
an Excellent Customer Service Department provides training
to develop skills to manage an outstanding customer service
department, promote the customer service ethic throughout the
organization, hire and retain customer service superstars, and
advocate the needs of the department and customers throughout
the organization.
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Integrating
Customer Service Into the Organization unites internal
customers and focuses them on delivering excellent service to
external customers.
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| The Feb. 5, 2004 Wall
Street Journal "Work and Family" column (on page D1)
included an interview with Donna Earl on the topic of
how Customer Service Representatives deal with stress. |
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Management
Skills Training
MANAGEMENT SKILLS TRAINING
will be customized to address specific scenarios in your organization
and delivered on site for your managers. Utilizing feedback from
sessions with over 100,000 supervisors and managers worldwide, we
have designed three courses addressing current challenges facing
managers in today's organizations. Your managers will improve their
ability to hire and retain the best employees, motivate, boost productivity,
curtail problem behavior, lead high performance teams, and work
with Emotional Intelligence.
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Management
Skills for the New Manager assists your new supervisors
and managers in developing people management skills.
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Improve
Your Management Skills provides your managers with the
skills they need to create a high performance team and productive
employees, and work with Emotional Intelligence.
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Working
with Emotional Intelligence is an on-site seminar that
will improve emotional intelligence, increase team productivity
and improve the participants' ability to accomplish more with
others, gain cooperation, exert more influence, and reduce conflict. |
Copyright © 2008 Donna Earl & Co.
All rights reserved.
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