Off the shelf courses

The Human Element in Customer Relations™

(or variations such as Patient Impact, Customers for Life, or The Human Element in Customer Service)

This course teaches participants how to create satisfied customers, contractors, vendors as well as motivated and productive employees. Using Will Schutz' FIRO theory (Fundamental Interpersonal Relations Orientation), the customer service provider will learn tools for becoming less defensive, for listening more deeply, and for responding from an attitude of service, leading to customers, contractors, and vendors who return and become loyal for life. Using brief lectures, experiential exercises, small group discussions, assessments, and skills practice, managers, executives, and team members learn a simple yet profound model that applies to every aspect of personal and professional life in customer relations and beyond.

Course Objectives:

  • Become aware of one's own defenses and how these create more problems than solutions
  • Acquire tools to increase awareness, communicate effectively, work with challenging customers, handle problems creatively, and create positive relationships
  • Develop greater self-efficacy, become more productive, and increase value added

Upcoming Course Events

Date Location Information

Sign up for PeRLs of Wisdom

Our newsletter, PeRLs of Wisdom, will be emailed to you with resources related to the monthly topic such as additional activities, practices, discussions, quotes, and announcements of upcoming programs. You can unsubscribe from PeRLs of Wisdom at any time.