Customer Service 101:
Refresher Skills for All LMT's (1 CE)
and
De-escalating Client Situations (2 CEs)

Overview:
Keep yourself on track when it comes to the ins and outs of customer service. This quick course provides a refresher on managing the every day tasks when handling clients. 
Not all clients are easy. Sometimes we lose out when a client is upset. This course is specifically designed to equip you with the necessary skills and knowledge to effectively handle challenging client situations and successfully de-escalate them when clients become unhappy or upset. The primary objective of this course is to ensure the best possible outcome for both you and the client involved. By actively participating in this course, students will have the opportunity to learn and practice various strategies for de-escalating client situations. Students will not only demonstrate how to de-escalate a client situation, but also gain the ability to identify 5 strategies of de-escalation. Through real-world scenarios and practical exercises, students will develop the confidence and expertise needed to navigate difficult client interactions with professionalism and empathy. By the end of this course, participants will be equipped with a comprehensive toolkit of de-escalation techniques that can be applied in a wide range of client-facing roles.

Learning Objectives:

Confidently handle customer service from check-in to check-out.

Identify 5 strategies of de-escalation.

MMI's NCBTMB Approved
Provider Number: 1001116

De-escalating Client Situations
NCBTMB Course ID: CE401854

Customer Service 101: Refresher
Skills for All LMTs

NCBTMB Course ID: 70335151