Full course description
Course Type: Live Online Instructor-Led
Course Format: This is a training course that includes online self-study, online presentations, and interactive support with the instructor.
Course Technology Requirements: Desktop computer, laptop computer, Chromebook, or tablet with an internet connection and Chrome browser recommended. Mobile phones may not be compatible with interactive course tools and modules.
Time: 9:30 AM - 12:00 PM
Description: This customized course will help you understand the process of professionalism and customer service identifying the needs and expectations of your clients. Staff will focus on making a positive impression at every interaction and identify strategies to deal with challenges in the field. At the conclusion of this seminar, participants should be able to define strategies to handle different types of clients, see past issues to manage conflict, resolve issues or complaints, while focusing on leveraging services to address client needs. They will learn how to build rapport and establish trust with diverse groups of people, be professionally courteous, reassuring, and compassionate while being resourceful to meet both client needs and business objectives.
Instructor: Marylou Ponzi Kay, SPHR, SHRM-SCP, is a talent and human resources consultant with deep expertise working with international companies doing business in the U.S. Multilingual: English, French, Spanish, Italian. Expertise in talent and career management, cross-cultural competency, integrating acquisitions, employee engagement and organizational development. Strengths include workforce planning, employment branding, compensation analysis and design, performance improvement/re-engineering, competency modeling, employee and labor relations, global mobility, HR Startup.