• Business Executives
• Corporate Trainers / HR Staff
• Sales Managers
• Customer Service Managers
• Consultants
• Insurance Trainers / Managers

Get all 19 Customer Service Training Topics – a complete “You Train Your Team” training program and save. We’ll rush shrink-wrapped sets of 10 professional handouts for you and your customer service representatives, plus Presentation Suggestions for each of the training topics.

1. Why “Customer SatisfactionPlus™” customer service training? Customer service representatives will understand the importance of providing service that consistently exceeds customer expectations. For example, it is important to under promise and over deliver. Once a customer service representative has heard this topic, they can demonstrate the hallmarks of excellent service and explain how Kaizen will help them improve their performance.
2. Understanding Your Customers. The objective is to help customer service team members better understand the powers and expectations of both external and internal customers. Team members will be able to identify and please all the decision influencers; will understand what their powers and expectations are; will create allies who help your company retain its current customers; and will help avoid sabotage (bad mouthing) by unhappy customers.
3. Commitment to Personal Improvement. The objective is to help customer service representatives understand the service enhancements your customers expect, and their part in exceeding customer service expectations. The outcome will be team members committing to a PURPOSE and select three projects to personally improve their own customer service.
4. Essential Telephone Skills. The objective is to help customer service representatives exceed customer satisfaction by understanding the customer service skills required to transact business over the phone. The outcome of this exercise will include team members developing a uniform method of answering, conducting and concluding telephone calls.
5. Interpersonal Climates. The objective of this topic is to help team members assess their current listening skills and lay the foundation for improvements. The outcome of this exercise will help team members to learn to increase satisfaction by recognizing and managing common interpersonal climates that can please or displease customers.
6. Conversational Tools. The objective is to help customer service representatives use their excellent listening skills while conducting common customer interactions.The outcome of this exercise will allow the team members to master the customer service skills for using feedback and questioning skills though discussion and practice.
7. Telling Tension. The objective is to help team members recognize circumstances that give rise to Telling Tension -- the compelling desire to talk. The outcomes will be that team members will recognize customer telling tension and learn to manage it correctly. Communication is enhanced dramatically. Customer service ratings will soar.
8. Understanding Disguised Meanings. The objective is for team members to sharpen their listening skills by recognizing when customers are disguising what they really mean. The outcome of this exercise will have customer service representatives recognize a customer’s disguised meanings, interpret them correctly and respond appropriately, thus reducing customer conflicts and sabotage. 
9. Answering Customer Questions. The objective of this topic it to help customer service representatives realize that 70 % of customer questions are loaded, and providing correct information is nearly always the wrong response. The outcome will be that team members will recognize the five types of customer questions and learn how to best respond to each. Customer satisfaction will rise to a new level.
10. Dealing with Customer Complaints. The objective is to help customer service representatives understand the severity of each of the three types of customer complaints. The outcome will be that team members will be able to distinguish between blue, yellow and red complaints and deal with each appropriately to reduce sabotage and customer alienation and build customer satisfaction. This is a companion to Topic #11.
11. Dealing with Angry People. The objective is to alert customer service representatives to the nature of angry customers and why rational solutions often fail when dealing with them. Team members will learn how to resolve the toughest kinds of customer complaints and return customers to satisfaction. This is a companion to Topic #10.
12. Assessing CustomerMindsets. The objective is to help customer service representatives understand four common customer mindsets. The outcome is for the customer service team members to be able to assess each customer’s service expectations in order to exceed them and generate customer satisfaction plus.
13. Speaking a Customer’sLanguage. The objective it to help customer service representatives understand that small differences in phraseology and tone of voice will improve the level of customer service. The outcome will teach team members to master responses that please customers and learn to avoid those customers find objectionable. The result? More allies for your business.
14. Asking the Right Questions. The objective is to help customer service representatives provide additional value by helping customers assess their needs for additional products or services. Customer service team members will learn to use three types of closed questions and four types of open questions, and they will master a strategy to employ them successfully with customers.
15. Customer Behavior Style Basics. Customer Service Representatives will be introduced to the concept of Behavior Style Quadrants. The outcome will be customer service team members being able to identify their own quadrant and learn how it impacts customers. This is a companioin to Topic #16.
16. Reading CustomerBehavior Styles. The objective is to help customer service team members better recognize the behavior style of each customer. The outcome will be that team members better understand how to meet the customer’s service expectations, creating loyal allies. (Audio examples Included.) This is a companion to Topic #15.
17. Empathy - The Secret of Success. The objective is to help team members learn to express empathy with the customer to help create a loyal ally. The outcome will be that customer service representative better understand and identify with customer service expectations.
18. The Four - Step Customer ServiceModel. The objective is to help customer service team members to portray an image of professionalism and problem solving skills that encourages customers to work more cooperatively with them. A benefit includes an improved level of customer service provided to both internal and external customers.
19. Implementing Customer Satisfaction PLUS™. Team members will understand that, although the customer service training is concluding, the real improvements will occur as the customer service skills are practiced and implemented. As you support and review the skills, they will learn to use them confidently and fluently to provide the very best customer service possible. Customers will be delighted!
20. Bonus TOPIC - Celebrating Your Growth (Not available alone.):  This topic is designed to help celebrate customer service representatives’ personal and professional growth. Team members share their successes and customer service improvements with others in an inspirational way. They also report on the successes achieved thought their three project to improve the level of service provided by your firm.