Customer Service Training


Focusing on Internal and External Customers

Our Customer Service Series was honored by HR Executive's "Top Ten Products of the Year Award" for its innovative and pragmatic approach to achieving results. Hospitals, governmental agencies non-profit agencies embrace it because emphasizes service to both internal and external customers. Call centers and Customer Service Centers love it because it was developed with their help. It addresses core issues and provides practical solutions. Very behaviorally oriented, this program uses PowerPoint Presentations, Full Color Overheads, a Model, Leader's material, and Participant workbooks. It is a day and a half of training, or three half-days of training. Qualified companies can arrange for a preview of the entire program.

For a general overview PDF of the entire program. Click Here.

Customer Service Training Modules Include:

  • Winning Through Customer Service-New Edition.
  • STAR Customer Service
  • Customer Service Behavior Report from TTI
  • Customer Service Series Online


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Customer Service Overview

Winning Through Customer Service – New Edition

Customer service representatives are provided techniques for dealing with difficult customer situations. Their role as service representatives offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, they will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.

Course Objectives

After successful completion of this course, participants will be able to:

• Demonstrate professionalism on the job while building a proactive, problem-solving culture.

• Use essential communication skills in dealings with customers.

• Recognize characteristics of human behavioral style and opportunities to adapt to their personal style.

• Identify and utilize a structured process/model for conducting customer service transactions.

Course Length: Classroom: 1, 1.5 or 3 half-days
Classroom Participant Manual: Request Preview

Star Service

A customer’s experience with an organization is everything. To the customer, it represents the entire organization. Research shows that although some experiences are negative and memorable for the wrong reasons, the majority of experiences with any given organization are “neutral” and highly forgettable. Neither negative nor neutral experiences help a business develop the kind of long-term customer relationships it needs in order to become successful. This workshop trains customer service representatives (CSRs) to provide the kind of service that customers want, that makes a business memorable for all the right reasons.

Course Length: 1/2 day
Classroom Participant Manual: Request Preview

Customer Service Behavior Report from TTI

This automated report, based upon an online survey, allows your people who service both internal and external customers to learn more about how their individual behavioral styles are understood and misunderstood by those with whom they work. It also gives them very specific guidelines for dealing effectively with those exhibiting behaviors associated with different behavioral styles. This is an optional but highly recommended part of our Customer Service Training. It is also available as a single, stand-alone product. Contact us at 760-598.8888

Customer Service Series Online

Dealing with Difficult Customer Situations

Customer service representatives are provided techniques for dealing with difficult customer situations. Their role as service representatives offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, they will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.

Course Objectives
After successful completion of this course, participants will be able to:

  • Demonstrate professionalism on the job while building a proactive, problem-solving culture.
  • Use essential communication skills in dealings with customers.
  • Recognize characteristics of human behavioral style and opportunities to adapt to their personal style.
  • Identify and utilize a structured process/model for conducting service transactions.

Course Length: 1.5 to 2 hours
E-Learning Portal: $49

Delivering Customer Focused Service

Learners analyze the skills and strategies they use every day in their jobs to identify the techniques that they do very well and to develop ways for them to do their job better. During this training, participants will learn guidelines for delivering customer focused service, including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model.

Course Objectives
Upon completing this training, you will be able to:

  • Understand Your Role as a Professional. Describe the importance of professionalism to a customer service professional. List characteristics associated with professionalism that you can exhibit on the job. Identify the professional characteristics you already exhibit on a regular basis, and the professional characteristics you need to develop or improve. List action items that if achieved will improve your professionalism.
  • Identify Essential Communication Skills. Describe the importance of each of the essential communication skills (listening, questioning, verifying, and explaining) in customer service situations. List and describe the techniques involved in correct use of each of the essential communication skills.
  • Understand The Four-Step Customer Service Process. Perform the four steps of the service process, including proper use of the essential communication skills. List the four steps of the service process. Describe what happens at each of the steps in the service process. Describe the use of the essential communication skills in each of the four steps.

Course Length: 1.5 to 2 hours
E-Learning Portal: $49

STAR Service

STAR Service is a powerful program designed to address the opportunity to improve customer experiences in face-to-face interactions. Your service employees will learn the process and skills they need to provide Positive Memorable Experiences. The clear, practical, four-step STAR Service ProcessTM, coupled with the communication skills taught in the workshop, help your employees not only to transform negative and neutral customer experiences to positive and memorable transactions but also to reaffirm and enhance long-term relationships, the foundation of business success

Course Objectives

  • Effectively integrate the expectations of your customers, organization, and yourself into your performance as a service professional.
  • Successfully apply each of the essential communication skills in your role as a service professional: listening, questioning, paraphrasing, and explaining.
  • Consistently employ the STAR Service Process with empathy to regularly achieve Positive Memorable Experiences.

Course Length: 1.5 to 2 hours
E-Learning Portal: $49

 

WHAT PEOPLE ARE SAYING

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  • “The Minute that you’re not learning, I believe you’re dead.”

  • “Leadership and learning are indispensable to each other.”

  • “The quality of a leader is reflected in the standards they set for themselves.”

  • “Outstanding leaders go out of their way to boost the self-esteem of their personnel. If people believe in themselves, it’s amazing what they can accomplish”

  • “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”

  • “When you change the way you look at things, the things you look at change.”