Customer Service Training: Managing Customer Service
Courseware Includes:
 Student Workbook |
| Instructor Guide |
| Activities |
| Pre-Assignment |
| Course Outline |
| Power Point Slides |
| Suggested Reading |
| Advertorial |
Intellectual Property:
| Unlimited Printing |
| One time Fee |
| Customizable Content |
The need for leading, promoting and enhancing a customer-focused culture is essential within every organization. This workshop will provide you with an opportunity to explore your responsibilities within your role as a customer service agent. As you discuss the various skills and techniques, you will draw from your own personal and varied experiences to share elements of reward and challenge. Consider this workshop as a re-energizing time to build and expand from where you are now.
How You Will Benefit:
- Identify ways to establish links between excellence in customer service and your business practices and policies
- Develop the skills and practices that are essential elements of a customer service focused manager
- Recognize what employees are looking for to be truly engaged
- Recognize who the customers are and what they are looking for.\
- Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage
What You Will Cover:
- Who our customers are and what they expect
- Sustaining an individual level of engagement
- Communication skills
- Appropriate sharing
- Self-image & first impressions
- Effective leadership
- Situational leadership
- Developing your leadership style
- Managing employee engagement
- Developing a Service Management System
Critical Elements of Customer Service
Courseware Includes:
| Student Workbook |
| Instructor Guide |
| Activities |
| Pre-Assignment |
| Course Outline |
| Power Point Slides |
| Suggested Reading |
| Advertorial |
Intellectual Property:
| Unlimited Printing |
| One time Fee |
| Customizable Content |
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you are not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for?
This workshop will help you in all of these areas, and more!
How You Will Benefit:
- Recognize that service delivery is an individual response value
- Understand how your own behavior impacts the behavior of others
- Develop more confidence and skill as a problem-solver
- Communicate more assertively and effectively
- Learn some ways to make customer service a team approach
What You Will Cover:
- Who Are Your Customers?
- Understanding and Meeting Expectations
- Your Self-Image
- Meeting Expectations
- Setting Standards
- SMART Goals
- Telephone Techniques
- Communication Skills
- The Talkative Caller
- Dealing With Difficult People
- Steps To Problem-Solving
- Resolving Conflict
- Service PRIDE
- Acting Assertively
- Managing Stress
Call Center Training
Courseware Includes:
| Student Workbook |
| Instructor Guide |
| Activities |
| Pre-Assignment |
| Course Outline |
| Power Point Slides |
| Suggested Reading |
| Advertorial |
Intellectual Property:
| Unlimited Printing |
| One time Fee |
| Customizable Content |
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay. This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard. Each phone interaction has elements of sales and customer service skills, which we will explore in detail during this energizing and practical workshop.
How You Will Benefit:
- Develop an understanding of the nuances of body language and verbal skills
- Learn aspects of verbal communication such as tone, cadence and pitch
- Demonstrate an understanding of questioning and listening skills
- Acquire comfort with delivering bad news and saying no
- Learn effective ways to negotiate
- Understand the importance of creating and delivering meaningful messages
- Use tools to facilitate communication
- Realize the value of personalizing interactions and developing relationships
- Practice vocal techniques that enhance speech and communication ability
- Personalize techniques for managing stress
What You Will Cover:
- What’s missing in telephone communication?
- Verbal communication
- Who are your customers?
- Questioning and listening skills
- Asking the right questions
- Vocal exercises
- Sales by phone
- Taking messages
- Staying out of voice mail jail
- A look back
- Cold and warm calls
- Developing and perfecting a script
- Going above and beyond
- Handling objections
- High impact moments
- Tips for chatty and difficult callers
- Phone tag and getting the call back
- Stress busting
- News from within
CRM: An Introduction to Customer Relationship Management
Courseware Includes:
| Student Workbook |
| Instructor Guide |
| Activities |
| Pre-Assignment |
| Course Outline |
| Power Point Slides |
| Suggested Reading |
| Advertorial |
Intellectual Property:
| Unlimited Printing |
| One time Fee |
| Customizable Content |
As with many significant undertakings, undergoing a CRM review (even simply considering its implementation) requires learners to analyze technical and complicated systems. This workshop sorts through a myriad of information and brings you the basics you need to make a decision about the need for CRM, its benefits, and how to coordinate the base requirements for a CRM undertaking.
How You Will Benefit:
- Develop an understanding of the terms and benefits of CRM on a company’s bottom line
- Analyze the different components of a CRM plan
- Develop a checklist for readiness and success in CRM
- Develop an understanding of how CRM creates value for organizations and customers
- Consider developmental roles that have the greatest impact on CRM
What You Will Cover:
- What CRM is and who it serves
- Checklist for success
- Requirement driven product selection
- Considerations in tool selection
- Strategies for customer retention
- Building the future
- Homegrown vs. the application service provider
- The development team
- Evaluating and reviewing your program