For: Sales and service representatives; Service managers; Anyone who has internal and external customer contact

This workshop 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.

This 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 Web-based / online training options.

In addition, the program includes the identification of essential behavioral / communication styles that will help representatives understand their customers’ individual styles and needs.

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 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.

Course Materials

Administrator Kit includes:

		Administrator’s Guide that provides information necessary to administer the course with agendas and instructions for the version choose, whether it be 1-day, 1 1/2-day, or three 1/2-day sessions
		Videocassette
		Overheads
		Slides on PowerPoint diskette
		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)
		Videocassette of real-life customer service representatives and video vignettes
		Instructions on how to combine the classroom and Web / online versions
		Complimentary Administrative Vital-Online password for 60-days to explore:     - Delivering Customer Focused Service     - Dealing with Difficult Customers
		Instructions for using the optional behavioral/communication style surveys

Participant Materials include:

		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

Course Format Flexibility
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 busy training schedules.

The program further incorporates the use of the Online / Web-based Customer Service courses for pre-work or post-work:

- Delivering Customer Focused Service - Dealing with Difficult Customers

This allows focus more in-class time on customer-specific role plays and group discussions. An optional feature shows how to incorporate behavior / communication style surveys (profiles) to reinforce the communication portion of the program.

Also included:

		Video vignettes that follow an interesting storyline 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 - New Edition is designed to be administered by one of your trainers or line managers, or facilitated by us. Typically, we conduct an initial train-the-trainer (options for on-site or by telephone) session to familiarize and certify in-house trainers on this program and the techniques of facilitation.

WINNING THROUGH CUSTOMER SERVICE (Classroom format)
Facilitator Kit
Number: 795092
Price: US$ 1,500.00

Participant Workbook
Number: 795095
Price: US$ 85.00

Package - Supervision / Winning Through Customer Service Combo
14 Supervision Administrative Kits and 1 Winning Through Customer Service Administrative Kit
Number: 120494
Price: US$ 11,000.00

Since there are many options built-into this program, we are available to answer any questions you may have on how to implement or customize the course in a way that is right for your specific needs.

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