Skill Development and Training
Customer Service
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Service Essentials for Everyone
Re-energize your staff with these essential skills for excellent customer service. 6 modules comprised of 1 or 2 hour training segments will give
your staff the basic skills, attitude, and aptitude to delight your internal and external customers.
Service Essentials for Everyonetopics include:
– attitude of excellent service
– identification of customer needs
– thoughtful body language and words
– uncompromising service at every contact point
– conflict resolution
– tips on exceeding customer expectations
Customer Service Fundamentals
Everyone serving internal or external customers needs fundamental customer service skills.Re-energize your staff with the required skills for excellent
customer service.
Six modules of essential practices for everyone will provide staff with the skills and awareness necessary to delight internal and external customers.
Available for 1 or 2 day formats.
Topics Include:
Module I - Getting your staff on board with service
- Attitude of Excellent Service
Excellent service starts with the attitude of the individual service provider. This module helps learners see the connection between how they feel when
receiving good and bad customer service and those feelings of the customers they serve.
Module 2 - Meeting the needs of your customers
- Identifying Customer Needs
Identifying the needs of customers is a skill that requires listening and probing. This module provides skill building in understanding how to identify
customer needs.
Module 3 - Energize your staff to perform award-winning service
- Thoughtful Body Language and Words
Most of the communication with customers is through body language. This module provides practice in all areas of body language and words as it relates
to service delivery.
Module 4 - Every single interaction is an opportunity
- Uncompromising Service at Every Contact Point
Each contact point with a customer is an opportunity to delight or disappoint. This module guides learners through a comprehensive analysis of their role,
and the service contact points for which they are responsible.
Module 5 - Turn lost revenue into increased revenue
- Resolving Conflict
Customers get angry and your staff needs the skills to handle them. This module provides learners with a simple process to professionally handle difficult
situations without taking a customer's anger personally.
Module 6 - Let your customers grow your business for you
- Exceeding Customer Expectations
The little things that make a big difference. This module focuses on the opportunities to exceed expectations in such a way that customers speak highly
of your business to others.
View Service Essentials for Everyone e-brochure
Service Essentials for Everyone Trainer Kit
Includes:
- Facilitator Guide
A step-by-step guide for the facilitator / trainer to organize the logistics of the training.
Iincludes comprehensive training checklist, tips for facilitation, and learning objectives for each module.
This guide is simple to follow and covers every detail for the novice trainer.
- Facilitator Script
A step-by-step script for the facilitator / trainer to deliver the four modules of training to the staff.
- Participant Manual
This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies,
action plans, and essential practices card. Each participant will need this manual for the learning process.
- Visuals / Overhead Masters
All modules are supported by visuals included on PowerPoint format disk.
Service Essentials for Everyone Trainer Kit
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S-161 |
Price: US$ 715.00 (retail US$ 895.00) |
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Service Essentials for Everyone Participant Manual
Includes:
- Participant Manual
This step-by-step guide includes exercises, reference material, self-tests, practice exercises, case studies,
action plans, and essential practices card. Each participant will need this manual for the learning process.
- Essential Practices Card
A pocket-sized tool designed for daily use / reminder of the customer service practices that reinforce the
desired behaviors. Each participant manual includes one card.
Service Essentials for Everyone Particpant Materials
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S-160 |
Price: US$ 70.00 (retail: US$ 89.00) |
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NOTE: For groups larger than 100 participants, special volume discounts and licensing agreements are available.
View Service Essentials for Everyone e-brochure
OPTIONAL:
These are recommended for use with the the Service Essentials for Everyone program.
DiSC Classic Profile - available in online and paper format
This multi-level learning instrument helps individuals assess to what degree they utilize each dimension of behavior in a situation.
View DiSC Classic Profile information
Customer Service Action Planner - available in online or paper formats
Increase customer satisfaction and service by identifying your customers’ primary needs and their preferred approach to communication
and problem solving. Once you are grounded in DiSC, use these Action Planners to fully utilize what you have learned.
View Customer Service Action Planner information
Related Customer Service courseware:
Service Essentials for Telephone – Telephone skills
Service Essentials for Email – Email communication skills
Service Essentials for Managers
Return to Customer Service main page
We accept credit cards on all orders. Volume pricing is available.
View information about becoming an Inscape Publishing Distributor.
If any of these products are not exactly what you want, please place an inquiry.
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Monday, February 06, 2012
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