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| With
a strong presence in the interactive training business,
Creative Training Solutions has built
a loyal base of clients that vary from two-employee
firms, to major international corporations like Whirlpool,
Cigna and Ingram Industries,
as well as government agencies. With the aid of an extensive
and diversified library of courseware, from dozens of
different developers, we have successfully trained individuals,
departments and entire companies.
We
are uniquely positioned to make a difference in solving
today’s training and compliance challenges. Our
programs offer flexibility and streamlined
access to give you the peace of mind that Creative
Training Solutions is working for you!
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The
Art of Customer Service teaches Customer
Service Representatives a comprehensive,
flexible system that can be used to provide outstanding
customer service to every customer, every time.
This
course is effective for answering inquiries, meeting
customers’ needs, handling complaints, closing
the sale and managing difficult customers. Listed
below is an outline of the content included in
this course. |
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 Importance
of Customer Service
Introduction
What is Customer Service?
Levels of Customer Service
Dimensions of Customer Service
Typical Customers
Communicating on the Phone
Are You Listening?
Telephone Techniques
What It Takes
Summary
Achieve a Relationship
Introduction
Greeting
Establish Rapport
Create a Picture
Review Account
Using Matching
Matching Language
Matching Voice
Matching Feelings and Issues
Pacing and Leading
Summary
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 Respond
to the Needs
Introduction
Every Customer Has Needs
Respond to the Customer’s Basic Needs
Respond to the Customer’s Specific Needs
The Power of Leading Questions
Backtracking Communication
Selling With Service
Detecting Buying Signals
Closing the Sale
How to Manage Objections
Summary
Take Action Introduction
Take Action Attitude
Take Action Questions
Offer Options
Managing a Difficult Customer
Follow Through and Follow-Up
Concluding the Call
Summary
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Effective
Leadership teaches new, as well as experienced,
team leaders, supervisors or first-line managers
the basic skills to be mastered in order to be
successful in this all important position.
This
course is a series of challenging building blocks
that will help any frontline leader become more
effective right from the start of his or her assignment.
Leading a call center team is one of the
most critical responsibilities an individual can
be entrusted with and this course will ensure
success. |
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Lead
the Way
Introduction
Make an Impact
Adapt Your Style
Build Your Team
Customer Service Focus
Develop a Mission Statement
Respond to Your Team’s Needs
Strategize
Summary
Establish Rapport
Create the Atmosphere
Use Matching
Matching Voice
Matching Body Language
Matching Feelings and Issues
Pacing and Leading
Coaching and Counseling
Use Compelling Communication
Are You Listening?
Summary
Agree on the Action
Introduction
Gather the Facts
Restate to Understand
Lay Out the Expectations
Get Agreement
Set Goals
Track Your Team
Summary |
Determine
the Progress
Introduction
Review the Performance
Give Effective Feedback
Manage Performance Challenges
Stay on Track
Summary
Evaluate and Act on the Results
Introduction
Appraise Performance
Develop Proactive Solutions
Make Sound Decisions
Deal with Difficult Employees
Manage Employees
Terminations
Summary
Reinforce Quality Performance
Introduction
Reward and Recognize
Empower Your Team to Action
Dollars and Sense
Revise the Game Plan
Stay Motivated
Summary
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