CUSTOMER SERVICE SOLUTIONS CURRICULUM

Customer Service is one of the critical factors that help an organization to maintain the competitive edge. You must want to retain customers in order to build your business.

31.     S.T.A.R. CUSTOMER SERVICE

STAR Service Online is a powerful training program designed to address how organizations can improve customer service experiences.  Service employees will learn the process and skills needed to provide customers with Positive Memorable Experiences.  The clear, practical, four-step STAR Service Process, coupled with the communication skills taught in this online course, helps to transform negative and neutral customer experiences into positive and memorable transactions AND will also reaffirm and enhance long-term relationships, the foundation of business success. 

32.     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. Participants will learn guidelines including understanding their role as a professional; the essential skills of communication: listening, questioning, verifying, explaining; and a four-step customer service model. Optional Behavioral Communication Feedback Report.

33.     DEALING WITH DIFFICULT CUSTOMER SITUATIONS

Customer service representatives are provided techniques for dealing with difficult customer situations. There are many frustrations inherent in the job. During this training, students will learn the general guidelines for dealing with difficult customers in such situations: calming and focusing, and then practicing what they have learned.  Optional Customer Service Action Planner.

34.     THE INCOMING SALES AND SERVICE CALL

In this online course, students will learn what can be done 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.

35.     MAKING CUSTOMER RECOMMENDATIONS

The recommendation begins where the discovery leaves off—with a clear consensus about the customer objectives. Representatives are not selling products and services; they’re selling "solutions" that can help the customer reach his or her objectives.

36.     UNDERSTANDING BEHAVIORAL STYLES FOR CUSTOMER SERVICE

Customer Service relationships often depend on “getting off on the right foot”. Being able to quickly recognize a person's behavioral style and interact appropriately are critical to this process. Understanding Behavioral Styles for Customer Service shows you how to recognize different behavior patterns, and develop adaptive skills that increase your ability to communicate successfully with others. Includes one Behavioral Communication Feedback Report.

37.     ESTABLISHING CREDIBILITY AND TRUST FOR CUSTOMER SERVICE

Decisions to stay with one vendor or supplier require all the people who come in contact with the customer to establish some level of credibility and trust. Establishing positive credibility and trust allows customer service people a better opportunity to create longer term business relationships. This course will discuss what you can do to intentionally build trust and confidence with your customers. Optional Effective  Listening Feedback Report.