Customer Service

The Sales Meeting Supplement - Whether its service after the sale or add-on sales, we provide a training tool for group managers guaranteed to increase sales, improve customer satisfaction and secure customer retention while strengthening your team through monthly meetings, coaching and feedback...

Our experience with Call Centers and Service teams of Fortune 500 companies validates the need for revisiting and reinforcing specific customer service skills to drive desired results. We have developed series of topics from which you can select specific modules that drive the skills most needed by your team.

Building Customer Relationships

A solid relationship is the natural side effect of providing quality service, or is it the other way around? Actually, it works both ways. Our sales training program looks at skills that can be implemented every time you come in contact with a customer that will build relationships.

Effective Listening

It is impossible to serve without being a great listener. Listening is a skill that can be taught. This program introduces listening skills for face to face and telephone customer service representatives.

Handle It

Knowing how to handle angry customers can be essential to survival as a service representative. This program explains the art of dealing with angry customers.

More Time To Serve

If there is one commodity that all service professionals need more of, it’s time. This program shows how to create an extra month of service time each year by more effectively managing the time you have.

Presenting Solutions

For good service to be great it must be presented properly. This program teaches presentation skills. Having good presentation skills will make service professionals more productive and customers more excited about the service they are receiving.

Putting It All Together

If you were to make a list of all the key skills and attributes that great service professionals possess you would find them taught in this program. This module will help you and your service team do a personal inventory and determine what strengths you can build on.

Putting Productivity On The Line

Having effective telephone skills is a requirement for all successful service representatives. This program introduces skills that will increase effectiveness and productivity while dealing with customers over the phone.

Soft Collections

It may be fun, but it’s not just for fun. Successful organizations get paid on time for the service and products they provide. Many times collections become a function of customer service. This program provides non-manipulative approaches to the task of collecting from customers.

The Big Picture

To serve a large organization you have to know how to serve the entire organization. This program looks at strategies that will get you from the boiler to the boardroom so customer service is delivered to all levels of your customer’s organization.

The Mysteries Of Problem Solving

Customer Service is problem solving. This essential skill set is a must for every professional who faces the challenges of problem solving.

The Quality Component

Just making service calls is not what service is about. Customer service really doesn’t matter unless it has the quality component. Our sales training program looks at what makes service quality and how customers gauge quality.

The Right Question

There are fundamental techniques for gathering information. This program covers these fundamentals and goes one step further by introducing advanced techniques that will equip service professionals with the skills they need to gather information that will help them serve their customers.

The Service Team

Customer Service is a team sport. The right understanding and approach to working with the team will help ensure success. But whose team is a customer service representative on? This program answers the question and demonstrates the right approach.

Understanding Customer Needs

If you can’t identify your customer’s real needs there is no way you can effectively provide service. This program looks at how discovering needs becomes the cornerstone for effective service delivery.