Applying Critical Thinking to The Customer Service Life Cycle
Applying critical thinking skills to customer service means analyzing and evaluating an issue in order to form a result. To make our efforts more effective in delivering a result, we must 1) understand the customer service life cycle, 2) recognize generational and gender value systems, and 3) learn how to engage and deliver based on these differences.
Training Highlights
- Explore and understand the customer service life cycle
- Analyze the right expectations from start to finish
Apply critical thinking skills based on age and gender perspectives
- Understand how needs and expectations play out in order for the customer service life cycle to come full circle
Date: Thursday, June 12, 2014
Time: Register for either Session I or Session II
Session I – 9:00 - 11:00 am (REGISTER)
Session II – 1:30 - 3:30 pm (REGISTER)
Location: Peninsula Workforce Development Center 600 Butler Farm Road Hampton, VA 23666 Training
Cost : Free
Sponsored by: Hampton Convention & Visitor Bureau, Newport News Hospitality Association, Newport News Tourism Development Office and the Peninsula Council for Workforce Development
Instructor: Regina K. Leigh
Regina Leigh is the CEO of Leigh Management Consulting, which provides workforce strategies to improve customer service and interpersonal skills, develop team and leadership dynamics, and implement recruiting and hiring processes. Her programs serve local departments of social services, non-profit organizations, and area businesses – large and small. As a national motivational speaker, Regina helps organizations and individuals rediscover the essence of one of her favorite quotes, “Act from principle, not personality.” She has over fifteen years of operations and financial experience including re- engineering policy during six corporate acquisitions, and previous ownership of a retail franchise.
In addition to assisting organizations rediscover the art of customer service and behavioral dynamics, she teaches for Thomas Nelson Workforce Development, Rappahannock Community College and St. Leo University. With a passion to help individuals who are unemployed, she directs the Williamsburg Job Transition Group and facilitates community outreach programs on job readiness. This group’s volunteer efforts have assisted over 500 members in the last ten years. She recently authored The Eagle Maker – God’s Grace during Job Transition, which identifies eagle-like qualities that help individuals face and overcome adversity.
