OPRA Regional Training on Customer Service Featuring Jo Burns

Presented By

Customer Service is all about helping people. Whether it's the good times or the not so good, we've all been there in those awkward moments. These are opportunities to truly connect, listen, and have a conversation with someone, but what do you say? Most of our customer service conversations revolve around sharing information: giving class times, showing how to sign up, informing why the pool is closed. You get the idea. What if we look at them as opportunities to start a relationship?

During the pandemic, we pivoted to having flat-screen engagement.  It's a remarkable tool, yet our social aptitude and connections have suffered for it.  It's hard to get the full picture of a person when you can only see from the shoulders up or can barely make eye contact.  In this workshop, we're going to dig deep and get to the heart of listening: how to ask better questions, how to use our non-verbal skills to help patrons feel more welcome, and how to read their non-verbal skills. (This works with colleagues, too!) We're going to put our skills into action, use some real-life scenarios, and have some fun.

Come engage in and learn guaranteed techniques to get a connection started, improve your listening skills, identify non-verbal cues, and lay a foundation for genuine relationships with customers and colleagues.