• "...insightful stories...creative approaches...incredible experience..."

  - Robert MacPhee, President, Heart Set

• "It really helped our firm develop stronger customer relations." 

  - Lynn Drake, President, Compass Commercial LLC ITRA Global

• "In today's customer service deprived world here is a proven set of easy-to-follow ideas guaranteed to help improve your organization." 

  - Rick Jakle, Chairman of the Board, Sherman Health Systems

• "Engaging stories from the trenches of customer service - everyone offering strategies that you can use to grow your customer service savvy."

  - Ford Saeks, President/CEO, Prime Concepts Group, Inc.

• "Applicable to every business that desires to serve their customers."

  - Keith A. Pretty, J.D., President and CEO, Northwood University

• "Concrete information and skills...practical and easy to learn...very user friendly"

  - Dori Bush, President, Association of Child Abuse Prevention

• "Widely popular. Well attended. This customer service training is rated highly for tuning into needs and providing useful skills."

  - Gretchen Zobel, FPN Chairperson, Ford Motor Company

• "A wonderful time while learning so much! ...great tools for the staff to take our customer service to the next level."

  - Dr. Julia A. Teahen, President, Baker College Online

• "This is an invaluable how-to for anyone looking to incorporate successful human interaction into complex business relationships."

  - Raz Ingrasci, President & CEO, Hoffman Institute Foundation

• "A useful tool in keeping our organization ahead of our competition."

  - Steve DeRose, Clubhouse Manager, University Club of Chicago

Employees will learn 7 key customer service skills. Click here to view the complete list.

Any employee and their managers who have front-line contact with customers should participate in The Customer Service Road Map. Learn more about the audience for this training program. If you are wondering whether your students would be a good fit, a training consultant would be happy to help you. Contact one today by completing a short form or calling 1-800-541-7872.

Instead of a one-time training event, we offer a series of short, bite-sized courses focused on developing 7 core customer service skills for supervisors and managers. Courses teach practical skills that can be immediately applied back on the job. Learn how each of the 7 active learning components work within our patent-pending learning model.

There are 7 interactive learning components in each course that help students learn, associate, and practice new skills – then apply them on the job with personalized action plans – all before learning the next skill. Learn more about our patent-pending learning model.

• E-learning courses are 30 minutes.
• Classroom training sessions can last from 15 minutes to 2 hours depending on which active learning components you use and how long you want exercises to last.
• Blended learning sessions have two parts. E-learning courses last 30 minutes. Group training sessions last 30 or 60 minutes.

Yes, click this link to preview a course from The Customer Service Road Map. You will have complete access. You can also view and print facilitator and participant guides.

Support materials that include pre-assessments, note-taking guides, post-discussion questions, group exercises, quizzes, and personal action plans are available for every course. You can view and print Facilitator and Participant Guides when previewing a course.

Courses are available for group or self-paced learning. Delivery formats include blended learning, e-learning, classroom, small groups, DVDs, web-based training, streaming video, webinars, and custom solutions. You can use our learning management system (LMS) or courses can be provided for your LMS.

When scheduling training sessions it is important to keep your goals in mind — you want to improve service which will drive customer loyalty and profits.

It is critical that you don’t overwhelm students by providing too many courses at one time and that students have time to apply their new skills back on the job with their personal action plans.

We recommend students complete two courses a month, but it is different for every client. Here is a break-down of the course frequency from a recent survey of clients:

• 2 courses per month = 42%
• 1 course per week = 28%
• 1 course per month = 18%
• All day event (3-6 courses) = 5%
• As needed, on-demand, time permitting = 4%
• 1 course per quarter = 3%

Course frequency really depends on your organization, your student’s time constraints, and the delivery format you intend to use.

A training consultant will help you create a schedule that will fit your exact needs. Contact one today by completing a short form or calling 1-800-541-7872.

Our instructional designers took a multi-pronged approach when they designed the curriculum. We recommend having your students complete the courses in order, but each course can stand alone. If there are specific skills that you want your students to learn immediately, go ahead and have them take that course first. There are few exceptions. A training consultant will be happy to help you. Contact one today by completing a short form or calling 1-800-541-7872.

Yes. Review the 7 active learning components for complete details.

Yes. Leader’s guides are available for every course. (We call them Facilitator’s Guides.) You can view and print Facilitator’s Guides in the course preview.

No. Our Facilitator’s Guides are developed and written in such a way that anyone can lead training sessions. We believe if trainer certification is required to lead group training sessions that those materials may be too complex.

Your organization won’t have to waste time and money sending people away to learn how to lead a group training session. You won’t be locked into one or two employees who are certified facilitators — anyone can do it. Learn more about facilitating group training sessions with our materials.

Yes. Leading group training is easy with the facilitator’s guides and training materials we provide. Many of our clients don’t have HR professionals or trainers to lead sessions, so managers and students often take turns leading sessions. The materials provide the expertise. The group leader needs to know how to manage the clock and make sure one person doesn’t control the discussion. Learn more about the benefits of having your students and managers lead group training sessions.

During a course, each student will create a personal action plan laying out the specific steps they will take to apply new skills in the workplace. When they return to their job they have their own step-by-step guide that makes it easy for them to implement their new skills. Learn more about personal action plans and holding students accountable for applying skills back on the job.

Click this link to learn about the most popular options our clients use to hold their students accountable for using their new skills in the workplace. A training consultant would be happy to walk through the options that will work for your organization. Contact one today by completing a short form or calling 1-800-541-7872.

The best (easiest, quickest) follow-up method depends on your organization’s culture, your students, and their managers. We suggest reading about the available options then contacting a training consultant who can help you choose an option that will fit your needs. Contact a training consultant today by completing a short form or calling 1-800-541-7872.

We recommend students put their completed Participant Guides into a 3-ring binder. (Even students who take e-learning courses are able to print their completed Participant Guides.) The 3-ring binder containing their materials will be a reference tool they can use throughout their careers. When a student is faced with a particular situation, they can pull out their binder as a quick reference. If they still have access to The Customer Service Road Map, they can also retake courses as often as they like.

Click this link to review the benefits our clients have been receiving as a result of participating in The Customer Service Road Map. If you have any questions a training consultant would be happy to help you, contact one today by completing a short form or calling 1-800-541-7872.

Every organization’s ROI is different. Most of our clients anticipate a return of four times their investment. Our client’s average first-year return is 420%. Learn how to calculate ROI for your organization.

Your organization’s investment depends on factors like the number of students, licensing model, and delivery format. A typical investment ranges from $50 to $350 student.

Discounts are based volume, so if you have an above average number of students participating your investment could be sustainably lower. Custom solutions may be higher. We can accommodate any scenario.

Contact a training consultant for pricing options by completing a short form or calling 1-800-541-7872. After a short conversation, a training consultant will be able to give you pricing that fits your objectives.

We have been providing training since 2002. Our founder and managing partner has been in media and seminar-based training since 1994.

Featured Experts in The Customer Service Road Map were hand-picked from North America’s top authors, speakers, and trainers. Learn more about our Subject Matter Experts and review their biographies.

To find a complete list of the training courses we offer, click ‘Find Training’ at the top of this page. You will be able to search for training by topic, audience, and challenge. You can also talk to a training consultant to see if we have a program for your specific needs. Contact one today by completing a short form or calling 1-800-541-7872.

Yes. Click this link to review our guarantee for The Customer Service Road Map. If you have any questions, contact a training consultant today by completing a short form or calling 1-800-541-7872.

Courses can be taken on a PC, Mac, terminal, tablet, or smartphone. Our system requirements are minimal:

• Internet connection (not dial-up)
• A web browser like Internet Explorer, Firefox, Chrome, or Safari

For video delivery, we partnered with Amazon Web Services to ensure quality and reliability. Streaming video quality automatically adjusts to your network’s settings and the student’s available bandwidth. Courses can be taken anywhere in the world.

Yes. Use of our LMS is included.

Yes. We can provide courses in any format that you need. Complete a short form or call 1-800-541-7872 to talk with a training consultant who can get you a course to test on your LMS.