Customer Service 201: Critical Thinking On Your Feet
City of Monroe Energy Services, Monroe, NC
Wednesday, September 11, 2024
8:30 AM - 11:30 AM
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Eastern Standard Time
Registration deadline is September 4, 2024
COURSE DESCRIPTION & OUTLINE
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.
- 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 the required documentation.
CLASS TIMES: 8:00 am– 11:00 am
PRICE:
- Members: $100
- Associate Members: $149
- Non-Members: $199
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. A non-refundable registration fee will be charged for cancellations after the deadline of September 4, 2024
INSTRUCTOR: Dale Odom