Training For Front-line Service Reps & Agents
Customer Care Workshops
This curriculum is custom-designed for employees who have frequent contact with external or internal customers either by telephone or in person -- customer service representatives, contact center agents, credit and collections staff, help desk professionals, field operations and front office employees.
These fast-paced, interactive classes feature plenty of opportunity to practice in real-life situations. The result? Employees go back to their jobs with renewed confidence and eager to apply their new skills.
.....................................
Customer Service Solutions™
Workshop:
Skill Building for Solution Providers
Thousands of service professionals
have raved about this workshop. Why? Because they discovered how simple
it is to offer their customers personalized solutions using a natural,
conversational approach. Each workshop is customized to reflect actual
customer situations and feature company products and services. This
class provides both the theory behind the solutions approach and the
practice of matching solutions to typical customer problems and situations.
Ideal for any employee who has telephone or face-to-face contact
with customers.
.....................................
Customer Service Solutions™
Practicum:
Learning to Use the Power of Self-Critique
Telephone service representatives build skills faster when they listen to audio-taped examples of good calls. When those calls are their own, they learn even faster. This unique workshop teaches the participants how to take charge of their own learning by using self-critique techniques. Representatives are taught how to calibrate their calls against quality standards and measures, how to listen to the words, as well as the underlying feelings, and how to read and respond to customers' behavior styles. Methods to reduce deadly relationship tension are also covered in this class.
Ideal for employees who
handle external and internal customer service calls.
......................................
It Takes Two to Tango:
How to Stay Cool Under Fire
Participants learn strategies for guiding upset customers through the issue resolution process. They learn how to manage their emotions so they can focus on what's important -- getting to the root of the customers' problems and offering them intelligent solutions.
Ideal for employees who
have telephone or face-to-face contact with external or internal customers.
......................................
Sticky Situations:
What to Say When You Don't Know What to Say
A "sticky situation" is defined as those occasions when the service provider either doesn't know the answer to a customer's question, or the answer isn't the one the customer wants to hear. Participants learn how to handle uncomfortable situations with greater ease by using the "Sticky Situation 4-Step."
Ideal for employees who
have telephone or face-to-face contact with external or internal customers.
.......................................
Telephone Communication:
You Never Get a Second Chance to Make a First Impression
In business every call is an important call. Participants learn the "Ten Immutable Rules Front-line Staff Should Know." Audio taped examples of actual customer calls illustrate the do's and don'ts of handling typical calls. A quick reference guide to basic telephone etiquette is also provided.
Ideal for employees who
handle internal or external customers by telephone.
Training For Customer Care Professionals
Training For Supervisors and Team Leaders
Services: Assessments | Training | Coaching | Consulting
