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Our Partners


Customer Service Training

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Training Solutions

DEFINE — Business leaders define strategy.

Consultants can help you design and implement strategic learning solutions.

DIRECT — Senior leaders direct the practices and processes.

Leading for Stellar Service®
This workshop is an organizational program designed for senior managers. It helps them translate strategy into actual plans, tools, and standards. It also includes foundational service concepts from a senior manager's perspective. Organizational — skills, knowledge, and attitudes that help leaders direct the human, financial, and other resources of an organization toward successful delivery of desired behaviors.
Audience: Executives and senior managers
Length: 2-day workshop (not available as modules)

DEVELOP — Managers develop the individuals, processes and systems.

Coaching for Stellar Service®
Develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a service coach's perspective. Supportive — skills, knowledge, and attitudes that help coaches develop the desired behaviors in individuals.
Audience: Service coaches
Length: 2-day workshop or available as individual modules

DELIVER — Individuals deliver results through productive behaviors. 

Creating Stellar Customer Relations®
This workshop provides skills for developing the service mindset and behaviors that create customer loyalty, even after service failures. Foundational — core skills, knowledge and attitudes every individual should have.
Audience: All employees
Length: 2-day workshop or available as individual modules

Module 1: Reaching for Stellar Service®
Understand the big picture and the role of the individual employee in delivering stellar service.
Length: 4 hours

Module 2: Caring for Customers®
Provide friendly, caring service that meets the needs of customers on the human level. Length: 4 hours

Module 3: Healing Customer Relationships®
Develop skills that will help individual employees serve customers who are angry or upset especially after a service breakdown.
Length: 4 hours

Module 4: Dazzling Your Customers®
Master the art of surprising customers with pleasing extras — creatively and cost-effectively.
Length: 4 hours

The Customer Experience Series™

Apply essential skills and concepts to own the customer’s experience and bring value for your customers and your organization. The CXSeries supports formal learning in the physical or virtual classroom, and continued informal learning in the workplace. This innovative series includes five sessions for up to 20 learners, highly flexible delivery options, and all-new technology-based reinforcement.
Audience: Customer-facing employees
Length: 90 minutes per session; spaced delivery over time is recommended (can also be delivered in one training session)
  

Session1: Owning the Customer Experience™ 1
Explore how meeting four universal expectations turns detractors or merely passive customers into loyal promoters of your organization.
Length: 90 minutes; also available in virtual format

Session 2: Owning the Customer Experience™ 2
Learn to make the authentic emotional effort needed to connect with customers, reduce your own stress, and create loyal promoters of your organization.
Length: 90 minutes; also available in virtual format

Session 3: Meeting Business Needs™
Create loyal promoters of your organization by guiding conversations that clarify and satisfy each customer’s key business needs.
Length:
90 minutes; also available in virtual format

Session 4: Meeting Human Needs™
Master ways to identify and meet every customer’s need for respect, understanding, and individual attention.
Length: 90 minutes; also available in virtual format
  

Session 5: Managing Difficult Conversations™
Apply new skills to defuse the tension, resolve the issue, and restore the trust of unhappy customers.
Length: 90 minutes; also available in virtual format

Meeting the Challenge of Stellar Service®

This workshop helps individual employees master three important challenges of delivering stellar service. Situational — skills, knowledge, and attitudes that extend from the foundation to enable successful delivery of desired behaviors despite the uniqueness of certain situations.
Audience: All employees
Length: 2-day workshop or available as individual modules
 

Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service — by acting as the expert guide.
Length: 8 hours

Module 2: Serving a World of Customers®
Provide respectful service tailored to customer's unique needs: physical ability, language ability, culturally dictated expectations, and familiarity with technology.
Length: 4 hours

Module 3: Teaming Up for Seamless Service®
Provide seamless service to customers by increasing collaboration with fellow employees. Remove barriers to smooth working relationships.
Length: 4 hours

Selling Through Stellar Service®

This workshop provides your employees with a proven needs satisfaction selling process. The training uses language and context appropriate for those who often feel that they're not really salespeople. The skills help organizations to both save money by solving problems better and faster, and to make money through cross-selling and up-selling. Incremental—skills, knowledge and attitudes that all help employees expand customer relationships through selling additional needed products and services.
Audience: All employees
Length: 1.5 day sequential workshop perhaps best delivered with time between two modules

Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service — by acting as the expert guide.
Length: 8 hours

Module 2: Expanding Customer Relationships™
Expand the customer's business relationship by identifying and satisfying additional customer needs.
Length: 4 hours (participants complete the prerequisite Guiding Customer Conversations®)

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Interested in gaining a competitive edge?  Contact Stacy Reagan at 479-936-5108!