Web-based Courses - Skill Building

  Customer Service Skill Builders


Expand your organization’s ability to deliver training to your service representatives with the Customer Service Skill Builders Courses of online / Web-based course modules. View Frequently Asked Questions about Web-based training.

This program offers the flexibility to enhance the experience of training through alternative delivery methods. Choose to deliver training totally online or use modules in conjunction with classroom role-plays using Winning Through Customer Service (classroom only / new edition).

View an online course demonstration.

ONLINE COURSE MODULES

Delivering Customer Focused Service
Learners analyze the skills and strategies they use every day in Their jobs to identify the techniques that they do very well and to develop ways for them to do their job better. View more information

Dealing with Difficult Customer Situations
Customer service representatives are provided techniques for dealing with difficult customer situations. Their role as customer service representatives offers many rewards and satisfactions. But there are many frustrations inherent in the job. During this training, participants will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned. View more information.


OPTIONS:   ENHANCE THE LEARNING EXPERIENCE

Winning Through Customer Service
Lay the foundation for exceptional customer service with the award-winning classroom version and Delivering Customer Focused Service and Dealing with Difficult Customers Situations online. View more information.

RELATED SERIES: Sales and Service Skill Builder Series

Making Customer Recommendations
In this course, your representatives will learn the four-step recommendation process which is an essential part of customer interactions. When participants have completed this module, they will be able to make clear recommendations to customers about the objectives they plan to meet through the interaction, based clearly on the clues they identified during the discovery process the agreement they and the customer have reached. View more information

The Incoming Service or Sales Call
The relationship representatives establish in the first few seconds of the customer’s call will dictate their chances of success. In this course they will learn what they can do to help make sure the conversation and the relationship with the customer get off to a positive start. They will also learn how they can make the transition from taking an order or providing a service to a sales conversation. View more information

Negotiating About Money
Many representatives will find negotiating about money to be the most difficult part of the entire process. There are a lot of reasons for that. During this course, representatives will learn the foundations for selling interactions in which money does not become a bone of contention. They will learn the important steps in the selling as a service process. View more information

Completing the Customer Agreement
But for many people, especially for those who are new to telephone customer contact / sales, taking that final step of turning the chain of agreement into a clear purchasing commitment can be one of the most challenging parts of the process. View more information

Initiating the Outbound Call
The relationship representatives establish in the first few seconds of the outbound telephone call will dictate their chances of success. participants will learn how to persuade the person they are calling to spend a few minutes talking to them so that they increase their chances of finding ways in which your organizations’ products or services will benefit the customer. View more information

View more information about the Tele-sales & Service Skill Builders Series.


Additional Online Options

Performance Excellence Planning
This course will assist in assessing capabilities, and aspirations and in changing work responsibilities. Goals will be set to create an action plan to monitor progress to insure achievement both personally and professionally. (for everyone in organization). View more information.

Behavioral / Communication Styles
Options in Behavioral / Communication style profiling will help your representatives learn to recognize their own styles and the styles of their customers so they can adapt more quickly in creating rapport. View more information.


Virtual Classroom Benefits
Virtual Classroom Features
System Requirements
User Access Levels
Frequently Asked Questions

If any of these products are not exactly what you want, please place an inquiry.
Tuesday, February 07, 2012

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