GETTING TO THE HEART OF CUSTOMER SERVICE™
| This program is approved by the Service and Support Professional Association for training prior to the SP-1 certification. |
Online and Classroom Learning for Blended Impact Take advantage of the efficiency of online learning together with the effectiveness of the classroom experience in this flexible and powerful program. It was built to accommodate both your time-constraints and your budget! |
"The program is very enjoyable. It's lively and fun as well as offers challenges to my customer service representatives. The program keeps their interest and helps them to retain the information." Sandy Evans, Director of Global Services Ashworth, Inc . |
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training
influence, negotiation, change management training, influence training, negotiation training, interpersonal training,
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
management training, supervisory skills training, supervisory skills, change management training, communication
training, positive power and influence program, PPI, presentation skills training, meeting management training,
interpersonal skills, training, business training, harvard, positive power and influence, communication, change
management, management training, positive negotiation, negotiation skills, presentation skills, meeting management,
effective meetings, influence without authority, situation management, train the trainer, customer service, conversation,
skill building, experiential training, experiential, interactive training, call center coaching, call center training, contact
center training, contact center coaching, telephone sales, e-mail communication, email communication, customer
service training, technical support training, field rep training, customer service for field reps, customer service for
technical support, getting to the heart of, getting to the heart of customer service, getting to the heart of technical
support, getting to the heart of email, the other side of service
Overview of GETTING TO THE HEART OF CUSTOMER SERVICE™
Getting to the Heart of Customer Service™ teaches your
representatives all the skills they need for perfect customer
service calls. There are 5 delivery options for this program
including self-paced and instructor-led (see bottom).
Now available in Spanish too!
Benefits
The benefits to implementing our skills-based customer service training program are many
and include:
Audience
• Customer service representatives
• Inside sales/order desk representatives
• Credit and collections representatives
• Anyone who provides service to internal or external customers
Program Topics
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Getting to the Heart of Customer Service™ teaches your
representatives all the skills they need for perfect customer
service calls. There are 5 delivery options for this program
including self-paced and instructor-led (see bottom).
Now available in Spanish too!
Benefits
The benefits to implementing our skills-based customer service training program are many
and include:
- Skills can be measured and consequently reps can be coached to improve their skills
- Monitoring can be focused to measure specific skills that emphasize core customer
service metrics - Your customers receive a consistent experience each time they call - regardless of
the call center they reach - Improving service skills contributes to customer and rep retention
Audience
• Customer service representatives
• Inside sales/order desk representatives
• Credit and collections representatives
• Anyone who provides service to internal or external customers
Program Topics
- Showing Customers You Care
. • Developing a customer-focused attitude
. • Applying ethics and values to customer service
. • Building rapport with customers
Using Language to Serve the Customer
. • Using positive language
. • Using language the customer can understand
. • Using transitions to move through the call
Opening the Call
. • Opening the call
. • Transferring and putting the customer on hold
. • Making a good impression
Diagnosing Customer Needs
. • Questioning to determine customer needs
. • Honing your listening skills
. • Confirming your understanding
Responding to customer requests
. • Fulfilling customer requests
. • Showing value
. • Handling requests you can’t fulfill
Taming challenging calls
. • Maintaining your poise with challenging calls
. • Preventing challenges from escalating
. • Dealing with angry and upset customers
Closing the call
. • Confirming customer satisfaction
. • Telling the customer what to expect
. • Uncovering additional opportunities for service
. • Closing the call
Delivery Options
The flexibility trainers have in delivery methods is key to the popularity of our customer
service training program with trainers and managers. We offer five types of delivery
so that you can select a delivery method that fits your needs and budget.
Trainer-led Classroom for High Impact
Create meaningful classroom interaction by using one of our trainer-led programs.
Purchase a ready-to-use trainer’s manual, attend a Train-The-Trainer workshop for
additional support, or let one of our impact-certified trainers deliver the training at your
location.
Self-Paced for Immediate Impact
Get immediate results with our self-paced workbooks. They’re easy to follow and full
of examples, exercises, and job aids. Your employees will learn valuable skills at an
affordable price.
Online/Classroom Learning for Blended Impact
Take advantage of the efficiency of online learning together with the effectiveness of
the classroom experience in this flexible and powerful program. It was built to
accommodate both your time-constraints and your budget!
Tailored Programs for Full Impact
Work directly with our training designers to tailor a classroom or blended online
program that is specific to your organization’s requirements.
Continuous Improvement for Sustained Impact
Get the highest value from your training investment by continually improving
performance. Our coaching program, Coach’s Toolkits, motivational items, and
certification program help you sustain the valuable skills that lead to improved
customer satisfaction and increased profitability.
Want more Information on this program? Phone us at 940-725-0057 or Email Us
Call Center Training that Works!
 | |  | |  | |  | |  | |  | |  |
| Our Call Center Training has been Delivered in hundreds of organizations including but not limited to: Compaq Computer Corp. Credence Systems Corp. Dell Computer Corp. Gateway Computers Siemens IT Services IBM Macromedia Cellular One Centennial Wireless Motorola Nortel Networks U.S. West Verizon La Opinion (LA Times) San Diego Tribune The Columbus Dispatch AXA Advisors Financial Bank of America Citizens First Saving Bank Discover Financial Services Federal Reserve Bank Norwest Bank The World Bank U.S. Department of Treasury J.P. Morgan Chase GPU Energy Shell Trading Gas and Power UtiliCorp Blue Cross and Blue Shield Group Health Cooperative Inland Empire Health Plan L.A. Care Health Plan Welch Allyn, Inc Colgate |
| Sustain The Impact Implement our companion coaching program to insure that your investment gets results. |