CUSTOMER SERVICE EXCELLENCE

Course Description

With the workplace violence epidemic that has the potential to affect any employer, we’ve created this course to help your team better manage challenges specific to customer service. Active listening skills, effective communication techniques and timely problem-solving assessments are critical for a safe, efficient and positive experience.

Featuring participation-based training, the Customer Service Excellence course from 2 The Rescue is designed to improve your customer relations while increasing employee confidence and safety. They’ll learn skills for verbally controlling interactions and de-escalating conflicts. Topics covered include:

  • Developing a service worker mindset for success

  • Understanding customer temperaments

  • Focusing on customer service satisfaction

  • Distinguishing customer service vs. customer experience

  • Assessing factors affecting communication

  • Differentiating conflict vs. crisis mentality

  • Enhancing presentations and greetings

  • Avoiding confrontational and inflammatory phrases

  • Turned negative words into positive ones

  • Learning: What is anger?

  • Managing an angry customer

  • Enhancing your listening skills

  • De-escalating an irate customer

  • Learning the art of making an apology

  • Understanding why we fail

  • Recognizing the 3 Principles of Personal Safety

  • Identifying verbal violence warning signs

  • Discerning non-verbal pre-attack indicators

  • Exploring survival response options

  • Practicing safe customer escorts

  • Spotting handgun carry indicators

  • Practicing awareness (field work)

  • Enhancing approach and entry (field work)

  • And more

WHO’S TRAINING YOU?

Meet 2 The Rescue Co-owner Terry Bykerk

A retired two-time Police Officer Of The Year nominee with over 25 years in law enforcement experience with patrol, vice, S.W.A.T., field training, investigations, and street undercover operations. Terry applies thousands of hours of experience in the classroom and practical skill instruction to the benefit of emergency responders and others. He has a unique way of imparting lessons learned from his successes and failures. These are presented not just as “war stories,” but as practical advice seminar participants can use every day.

Meet 2 The Rescue Co-owner Mike Wierenga

A 30-plus year veteran in firefighting and law enforcement, Mike has thousands of hours of hands-on and classroom instruction, and is a certified subject matter expert in emergency vehicle operations and de-escalation techniques. This former Police Officer Of The Year combines over 600 hours of critical incident stress management training with front-line applications in multiple line-of-duty deaths, officer-involved shootings, suicides, and other violent tragedies. His passion for the safety and emotional wellness of emergency responders and their loved ones is easily seen by all in his presentations.