View the customer service training topics you feel will help take your customer service skill to the next level.
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| Why "Customer Satisfaction PLUS™" customer service training |
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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...
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| Understanding Your Customers |
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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...
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| Commitment to Personal Improvement |
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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...
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| Interpersonal Climates |
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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...
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| Conversational Tools |
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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...
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| Managing Telling Tension |
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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...
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| Answering Customer Questions |
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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...
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| Dealing With Complaints |
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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...
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| Dealing With Angry People |
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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...
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| Speaking A Customer's Language |
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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...
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| Assessing Customer Mindsets |
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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.
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| Customer Behavior Style Basics |
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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. Please select both.
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| Reading Customer Behavior Styles |
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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...
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| Empathy – The Secret Of Success |
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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.
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| The Four-Step Customer Service Model |
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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.
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| Implementing Customer Satisfaction PLUS™ |
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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...
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