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What Customer Service Skills are Developed?

The Customer Service Road Map is an in-house customer service training program designed for employees who have frontline customer contact — face to face, telephone, email, chat, forums, etc.  Instead of a one-time training event, we offer a series of short, bite-sized courses focused on developing 7 core customer service skills.

Customer Service Skills Training

Develop 7 Core Customer Service Skills

  1. A Winning Attitude
  2. Communication Skills
  3. Conflict Resolution
  4. Continuous Improvement
  5. Customer Loyalty
  6. Resourcefulness
  7. The Customer Experience

View Specific Skills Associated with Each Competency

Develop 7 Essential Customer Service Skills

1.  A Winning Attitude
– Developing a Mindset of Excellence
– Positive Self-talk
– Being a Leader
– Emotion & Mood Management
– Staying Passionate
– Maintaining Professionalism
– Creating Positive Outcomes
– Taking Action
– Maintaining Compassion
– Self-Motivation
– Nurturing a Strong Work Ethic

2. Communication Skills
– Building Rapport
– Active Listening
– Creating a Personal Connection
– Calming Phrases
– What Not to Say
– Tone and Body Language
– Empathy
– Getting and Using Feedback
– Mirroring Customer Styles
– Delivering Bad News
– Being Persuasive

3. Conflict Resolution
– Managing Your Emotions
– Dealing with Difficult People
– Fixing Mistakes
– Calming Yourself & Customers
– Understanding Service Recovery
– Dealing with Irate Customers

4. Continuous Improvement
– Raising Service Excellence Scores
– Being Your Best
– Embracing Learning
– Knowledge Acquisition
– Gaining Insights and Information
– Staying Relevant
– Getting Maximum Results
– Where to Improve
– Self-mastery

5. Customer Loyalty
– Building Positive Relationships
– Customer Retention
– Caring
– Maintaining and Restoring Loyalty
– Understanding the Strategic Perspective
– Building Trust
– Acting with Integrity
– Generating Repeat and Referral Business
– Strengthening Relationships

6. Resourcefulness
– Taking Responsibility
– Decision Making
– Thinking on Your Feet
– Being Empowered
– Accountability
– Productivity
– Flexibility
– Maximize Effectiveness
– Follow-up and Follow-through
– Overcoming Challenges
– Entrepreneurial Thinking
– Taking Ownership
– Creative Problem-Solving
– Trouble Shooting

7. The Customer Experience
– Creating Customer Delight
– Improving Customer Touch Points
– Managing Expectations & Perceptions
– Making Customers Feel Welcomed

 

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Who is the Audience?

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  • Any employee and their managers who have front line contact with customers.
  • Representatives communicating face to face, on the telephone, or via electronic methods such as email, chat, or forums.
  • New and experienced service providers.

Participants in this customer service training will create an exceptional customer experience, build customer loyalty, and drive revenue through repeat and referral business.

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How Does It Work?

 Classroom, E-learning, or Blended Learning

Participants receive a consistent message regardless of the delivery method. You choose when, where, and how often learning takes place.

 Short, Concise Courses

Bite-sized courses get “right to the point” so students are not overwhelmed with information and return to work quickly.

 Practical Skills

Participants learn useful skills that can be immediately applied in the workplace. Courses are to the point, easy to understand, and based on real-life experiences.

Skills Get Used On the Job

Students receive tools to easily apply new skills back on the job improving customer loyalty while increasing sales, referrals, and repeat business.

 

7 Active Learning Components in our Patent-Pending Learning Model

Developed around our patent-pending learning model each bite-sized course in The Customer Service Road Map contains 7 active learning components:

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  1. Pre-Assessment: Open-ended questions activate prior knowledge and focus attention by getting participants immediately involved in the course.
  2. Video & Note-Taking Guide: Short, 15-minute videos are to the point and engaging. Taking an active role during the video, participants engage both the left and right sides of the brain by writing down keywords.
  3. Post-Discussion Questions: Open-ended questions focus the participant’s answers to real workplace challenges and opportunities. During discussion, students share new ideas and past experiences, learning from their classmates as well as the course material.
  4. Group Exercises: With role-plays and scenario-based learning, participants are given the opportunity to work together to practice and apply new skills.
  5. Quiz: Measures comprehension of the course material and tracks student progress.
  6. Action Plan: Students apply new skills in the workplace with a personalized, written goal sheet complete with action steps. It is a written commitment from students to apply positive change back on the job.
  7. Follow-up: Hold participants accountable for using new skills in the workplace.

 

Students learn, associate, and practice new skills – then apply them on the job with personalized action plans.

Save Time with a Turnkey Solution

We offer a complete training solution so you only have to find, research, and evaluate training once. We supply all the materials so that you have complete flexibility of how, when, and where you offer training sessions.

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How do you know that it will fit your needs? Right now you can play a course and evaluate the content.

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