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A4) Service Excellence & Dealing with Difficult People
Tim Schneider, CEO, Aegis Learning
Tuesday, September 24 | 8:30 am – 4:00 pm
Embassy Suites Portland Washington Square – Tigard
Class Description
Service and dealing with difficult people is in the forefront of building and code enforcement agencies across the nation. Leading organizations are investing more time and resources into providing exceptional service because of the impact it has on overall image and the proposition of value related to fees.
This program will provide the interpersonal skills, including professional courtesy, communicating with the public, telephone skills, delivering customer needs, and emotional intelligence to deliver an exceptional service experience. This workshop will also deliver the proven Four-Step method to dealing with difficult people, customers, co-workers, and other stakeholders alike.
Class begins promptly at 8:30 am and ends by 4:00 pm and offers six hours of ICC continuing education units/credit. A hot breakfast and lunch, all-day coffee and refreshments will be provided to registered attendees.
Learning Objectives
- Communication Skills with Customers (Listening, Tone, Non-Verbal)
- Telephone Skills for Customer Service
- Professional Courtesy
- Customer Needs, Expectations, and Wants
- Characteristics of Great Service Providers
- Emotional Intelligence for Customer Interaction
- Types of Difficult People
- Four-Step Approach to Defusing Difficult People
- Winning Difficult Customers
About our Presenter
 Tim Schneider is the founder, president and lead facilitator for Aegis Learning. His mission, in total alignment with Aegis Learning is “Committed to Your Success.” Tim brings passion, heart and 30 years of successful experience to all leadership development projects, customer service initiatives and while building high performance teams. Tim is one of the most sought-after and in-demand speakers, training facilitators and individual development coaches in the United States.
Tim is the author of LeadWell-The Ten Competencies of Outstanding Leadership, Beyond Engagement, and A Heart for Leadership. These high impact books are about leading the right way and creating an organizational culture that is both healthy and successful. His works have been featured in many business and professional development publications and he is one of the most sought after speakers, trainers and coaches in the United States. Stylistically, Tim brings unparalleled commitment and enthusiasm to each engagement and works hard to make sure all participants not only learn but have fun along the way.
Personally, Tim makes his home in Las Vegas, Nevada with Sydney the Corgi. He is the father of two grown boys, continues a life-long love affair by playing men’s league baseball and enjoys any outdoor adventure.
Target Audience (who should attend)
All individuals involved in Building Safety – Building Officials, Plans Examiners, Inspectors, Permit Technicians, Building Staff and Administrators
Level of Expertise
Beginner, Intermediate and Advanced – all will find value in this program
ICC Preferred Provider Program Continuing Education Credit (ICC PPP CEUs):
OBOA is proud to be an approved International Code Council (ICC) Preferred Provider. ICC certificate holders must obtain a specified number of CEUs every three years in order to maintain their certifications and a portion of these CEUs must be obtained through Preferred Provider or ICC training. The Preferred Provider Program recognizes and promotes ICC-approved educational offerings as they relate to codes, standards and guidelines, as well as building construction materials, products and methods. ICC certificate holders may obtain ICC CEUs from Preferred Providers that can be applied toward the renewal requirements of ICC’s certification program.
ICC PPP CEUs: 6 In-Person Contact hours / 0.6 CEUs
An ICC CEU is a continuing education unit; each 10 clock hours of continuing education equals 1 CEU. Our typical one-day seminar has 6 hours of instruction, or 0.6 CEUs. Participation in all OBOA courses meet the needs for International Code Council (ICC) certification renewal continuing education credits as noted for each class. Please check with your appropriate jurisdiction and/or institution regarding your specific continuing education credit needs.
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OBOA is Proud to Be an ICC Preferred Provider