Winning Through Customer Service®
Award Winning Customer Service Training Program
Printable Winning Through Customer Service PDF
Course Material Pricing
 While winning customers may be hard, keeping them is even harder. So what do customers really want? They want quick response, instant information, and solutions to their problems. They want exceptional customer service. No organization can afford to lose customers because of poor service, but many do. Customers remember how they’ve been treated and spread the news. Studies show that they are likely never to buy from you again, even if you have exactly what they are looking for. In today’s high tech and demanding consumer market, customer service is mission critical. When customers are pleased, they’re likely to spend more on your product or service and will call again. When customer service representatives understand their role in this, they will keep customers coming back.
Who in Your Organization Will Benefit from Winning Through Customer Service?
- Sales and service representatives
- Service managers
- Anyone who has internal and external customer contact
What Makes Winning Through Customer Service So Different?
This program was developed to do what the title suggests: Win more business through excellent customer service. This sales and service program utilizes a variety of interactive training methods to target the skills, behaviors, and attitudes that have the greatest impact on understanding the customer and providing solutions. This unique approach allows you to customize your customer service training with both classroom and Internet-based training options. We show you how by giving you the instructions you need to “bridge” the mix. In addition, the program includes the identification of essential behavioral/communication styles that will help your representatives understand their customers’ individual styles and needs.
Description
Winning Through Customer Service trains your sales and service personnel to present a professional image and to communicate effectively in everyday customer service transactions, as well as in difficult situations. The skills taught address the major concerns identified by over fifty organizations within the service industry and over 10 years of product field research. At the heart of this program is a step-by-step process for conducting a customer service transaction.
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.
- Master strategies for dealing appropriately with difficult customer situations.
Course Format
The program is a core 1 1/2-day program that can also be delivered in a condensed one-day version, or in three 1/2-day sessions to accommodate your busy training schedules. The program further incorporates the use of other Customer Service courses including Delivering Customer Focused Service® and Dealing with Difficult Customers® as pre-work or post-work, allowing you to focus more class time on customer-specific role plays and group discussions. An optional feature shows you how to incorporate behavior/communication style surveys to reinforce the communication portion of the program.
Course Content
Module 1: Your Role as a Professional identifies characteristics associated with a professional image and examines actions which will improve each person’s professional image.
Module 2: The Essential Communication Skills reviews the essential communication skills required for customer service: listening/observing, questioning, verifying, explaining, and assessing behaviors.
Module 3: The Customer Service Transaction introduces a step-by-step procedure for conducting a customer service transaction.
Phase One: Establish a professional relationship
Phase Two: Identify how to help the customer
Phase Three: Provide the required assistance
Phase Four: Complete the transaction and follow up
Module 4: Dealing with Difficult Customer Situations examines how communication skills and customer service transaction procedures are incorporated and applied when dealing with difficult customer situations.
Also Included:
- Video vignettes that follow an interesting story line of customer transactions through the following environments: manufacturing, transportation, call center, and hotel/convention center
- Video of real-life customer service representatives addressing today’s significant issues. Industries represented are retail, transportation, hospitality, banking, and call center.
- Role-plays
- Skill development and transfer exercises
- Group discussions
Winning Through Customer Service is designed to be administered by one of your trainers or line managers, or by one of our trainers. Typically, we conduct an initial train-the trainer (options for on-site or by telephone) session to familiarize and certify your trainers on this program and the techniques of facilitation. Since there are many options built-into this program, we can answer any questions you may have on how to implement or customize the course in a way that is right for your specific needs.
Course Materials & Pricing
Winning Through Customer Service Facilitator Kit
Includes:
- Administrator’s Guide that provides information necessary to administer the course with agendas and instructions for the version you choose, whether it be 1-day, 1 1/2-day, or three 1/2-day sessions
- Videocassette or DVD
- PowerPoint Presentation
- Customer Service Transaction (CST) Model Wall Chart
- Skill point card (includes CST on one side and the four behavioral/communication styles on the other side)
- Real-life customer service representatives and video vignettes
- “Bridge” instructions to combine the classroom and Internet versions
- Complimentary Administrative Vital-Online password for 60-days to explore Delivering Customer Focused Service® and Dealing with Difficult Customers
- Instructions for using the optional behavioral/communication style surveys
Winning Through Customer Service Facilitator Kit: $850.00
Winning Through Customer Service Participant Materials
Includes:
- Workbook containing information to be learned and exercises to reinforce and transfer that learning
- Skill point card (includes CST on one side and the four behavioral/communication styles on the other side)
- Optional Internet Access Guide
- Company-specific notes section
Winning Through Customer Service Participant Materials: $92.00 each
Online Courses for Customer Service
You may order these courses online by visiting our online course catalog.
Delivering Customer Focused Service
This interactive online skill builder allows for the analyzing of the skills and strategies used every day on the job, to identify techniques performed well, and develop ways to do even better. During this training, you will learn the guidelines for delivering customer focused service including understanding your role as a professional, the essential skills of communication – listening, questioning, verifying, explaining, and a four-step customer service model.
Dealing with Difficult Customer Situations
This interactive online skill builder will provide you with techniques for dealing with difficult customer situations. Your role as a customer service professional offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, you will learn general guidelines for dealing with difficult customer situations, two techniques for dealing with customers in such situations: calming and focusing, and then practicing what you have learned.
Call 1-888-658-6641 in the U.S., 1-302-477-9730 outside of the U.S. or email learn@corexcel.com for more information on Winning Through Customer Service.
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