Service Excellence For Project Manager Assistants

Learning Objectives

The purpose of this course is to help Project Manager Assistants (PMA’s) develop the essential skills to consistently create professional, memorable customer experiences.

Project Manager Assistants (PMA’s) communicate with customers throughout the duration of each project. They are involved by both phone and email on a continual basis. Their ability to communicate clearly, confidently, and professionally, influences the level of trust a customer feels toward the company and all of its staff. PMA’s directly impact each customer’s experience of excellence and satisfaction.

Two 1-hour webinars have been designed specifically for PMA’s and focus on:

  • Greeting the customer on the phone, understanding their back story, actively listening, gathering essential information, dealing with upset customers, working with the constant talker, and more
  • Setting expectations, working with accents, working with background noise, writing clear and concise emails, when and how to follow up on both emails and phone conversations, and more

These webinars are delivered by The Phone Lady (Mary Jane Copps) on her webinar platform. A quick survey is sent out to participants ahead of time to help customize the content. To accommodate PMA’s busy schedules, this webinar can be delivered early morning or late afternoon, if requested.

Course Outcome

The expected outcome is for attendees to come away with tips and techniques to enhance the overall ‘Customer Experience’ and help them look at things from the customers perspective. The main goal is to create cheerleader customers who will recommend and be satisfied with our services and thus helping to grow our business.

Training Time: These two 1-hour webinars are designed for input by the Project Manager Assistants before the training. A quick survey is sent out to participants ahead of time to help customize the content. A pdf guidebook will be sent to all participants.

Note: Retail per attendee $1,495 for two customized 1-hour webinars, guidebook and survey

About your Instructor:

Mary Jane Copps

Mary Jane Copps embraced her alter ego – The Phone Lady – in 2006 and she has worked with over 500 clients training over 10,000 individuals how to communicate more effectively on the telephone, email and in person.

She has been profiled as a communications expert by the Wall Street Journal, National Post, The Globe & Mail, CBC, CTV, Global, as well as other publications, television, and radio outlets throughout North America (including a very silly skit on This Hour Has 22 Minutes!).

She is the author of The Phone Book: Essential Telephone Communication Skills and writes a weekly blog on all things phone!

Contact us today for more details!