Configurable Training Modules For:
Building Customer Loyalty

Attitudes for Service

The foundation of creating a customer service culture is understanding expectations, going the extra mile, and being a customer advocate. Applying behaviors of helpfulness, genuine interest, and respect moves customers from hostile or ambivalent toward supportive and enthusiastic.
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Complaint Resolution

There are two aspects of complaints: emotional and rational. Resolving complaints requires dealing with both by clarifying complaints, lowering anxiety for both parties, using practical guidelines, and applying a process that deals with both emotional and rational factors to build even stronger customer relationships.
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Create Loyal Customers

This module gives participants a greater understanding of why customers defect, a way to examine their own beliefs on customer service, six keys to delivering extraordinary service, and techniques for building relationships and following-up with customers.
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Cross and Up Selling

Cross and up selling creates higher value for you and your customers. People will feel more comfortable selling when they understand how to show added value, know how to ask the right questions, gently open the door for opportunities, and help buyers benefit from buying more.
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Effective First Impressions: Face to Face

The starting point for the entire customer service process is meeting and greeting the customer. The vital first moments with the customer set the tone for the entire interaction. By energetically and professionally welcoming your customer, you make successful customer interactions not only possible, but probable.
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Internal Customer Service

Building cooperation between departments reduces stress and adds value. Elements include identifying upstream and downstream internal customers, analyzing their wants and needs, and creating open communication to identify and act on specific process improvement opportunities.
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Referrals

People fail to request referrals for a variety of reasons: it’s not their job, they don’t know how, don’t want to seem pushy, or just forget. You can overcome these challenges by identifying benefits for you and customers, communicating value, and knowing who, when, and how to ask.
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Telephone Skills Inbound

Customers call about problems relating to your products, processes, and services. You can build stronger relationships with these customers by applying effective telephone techniques, calming irate customers, and applying a three step questioning process to respond and resolve their issues.
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Telephone Skills Outbound

Outbound phone calls are made for a variety of reasons, including selling, conducting surveys, service follow-up, promotions, prospecting, and responding to inquiries. People receiving these calls will be more receptive when we learn how to use engaging telephone techniques, handle rejection, and apply a call purpose outline that motivates the receiver to engage in a conversation.
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Telephone Skills: Inbound and Outbound

This module will help you identify the small changes that can make a big difference in customer service. As a result, you will build confidence in yourselves and your abilities to be both responsive and proactive in your customer contacts. This session is designed to provide the basics for making the most of telephone sales and service opportunities. Whether it's to place an order, ask a question, or register a complaint, a real person is at the other end of the line.
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