Customer Service 201: Critical Thinking On Your Feet
Statesville City Public Works, Statesville, NC
Thursday, February 23, 2023
8:30 AM - 11:30 AM
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Eastern Standard Time
Registration deadline is February 15th, 2023
COURSE DESCRIPTION
This course will provide customer service providers with more advanced training within the electric industry to better resolve electric customer problems using critical thinking skills.
COURSE OUTLINE
- Explore critical thinking including its history, the importance of looking at both sides of an argument, and the responsibility of asking questions
- Review the importance of thinking to some purpose
- Discuss the human side of critical thinking and the importance of humility, courage and perseverance when interacting with customers
- Define what a red herring fallacy is and how to spot them if customers present them
- Contrast the subset of red herring fallacies including ad hominin, appeals to authority, appeals to emotion, attacking evidence, insisting loudly on a minor point, and oversimplifying
- Analyzing the logic of anger that some customers may have
- Differentiate between inferences and assumptions
- Read and discuss articles on subjects from two points of view
- Apply critical thinking in a role play exercise
RECOMMENDED CREDITS
CPE: 3 PDU: 3 PDH: 3 CEU: .5
CEUs Continuing Education Units may be recognized by your professional board. Contact your professional board to find out what’s required. Call our office for required documentation.
CLASS TIMES: 8:30 am– 11:30 pm
PRICE:
- Members: No Cost
- Associate Members: $189
- Non-Members: $229
Price includes participant guide
PREREQUISITES: None
CANCELLATION POLICY: If a course is cancelled by ElectriCities, all registrants will be notified with a full registration fee refund. Participant Cancellation and No Shows: A non-refundable registration fee will be charged for cancellations after the deadline of February 15th, 2023
INSTRUCTOR: Dale Odom