Overview and objectives

This course is delivered as blended online learning.

This customer service training program is designed for non-technical customer service representatives. The course includes on-the-job reinforcement exercises and job aids that support the learning, increase retention, and encourage the delivery of exceptional customer service. It is approved by the Service and Support Professional Association (SSPA) and the Association for Services Management International (AFSMI) for the Support Staff Excellence program and by the Computer Technology Industry Association (CompTIA) for their Customer Service Excellence accreditation program. It is available in English and Spanish .

Our customer service online learning

Our online customer service courses use an advanced learning process to integrate the three phases of blended learning delivery: online knowledge transfer, instructor-led reinforcement and post-training coaching to improve and sustain performance.

• Online knowledge transfer. Participants complete a series of engaging 15-minute online exercises at their workstation during downtime or scheduled learning breaks. Each module is full of relevant examples, exercises and action plans to help participants absorb and apply their knowledge. This learning format allows for exceptional knowledge transfer without impacting service levels.
• Instructor-led reinforcement. Classroom follow-up sessions provide participants with the opportunity to discuss the learning, review exercises, interact with peers and practice skills. Conduct the training yourself or use a Certified Trainer.
• Post-training coaching and support. Valuable on-the-job exercises help employees put learning into practice while handling live calls. They also have the benefits of job aids and skilled coaching.

What are the course prerequisites?

There are no prerequisites for attending this course.

Course contents

Module 1: Attitude becomes you – showing customers you care
Introduction
Pardon me, but your attitude is showing: Showing that you care about your customers
HEART at work: Putting the HEART model into practice
This is work? Building rapport
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 2: A way with words – using language to serve the customer
Introduction
The art of spin: Using language to serve the customer
Moving right along: Using transitions to move through the call
What did you say? Using language the customer can understand
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 3: First impressions – opening the call
Introduction
Hello, hello? Opening the call
Hold on just a moment: Interrupting, transferring and putting the caller on hold
Making a good impression: Getting to know your customers
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 4: QLC and then some – diagnosing customer issues
Introduction
Playing detective Questioning to determine customer’s needs
Listen up! Honing your listening skills
Did I get that right? Confirming your understanding
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 5: Take action! – responding to customer requests
Introduction
Give them what they want Responding to customer requests
Highlight the positive Showing value
What to do about what you can’t do Handling requests you can’t fulfill
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 6: Never a dull moment – taming challenging calls
Introduction
Keep your cool, lose your pride Maintaining your poise with challenging calls
The quick fix or the long haul Preventing challenging calls from escalating
Lions and tigers and bears Dealing with upset customers
Self-assessment: See how much you’ve learned
Now what? Class preparation, job aids, action plans

Module 7: That’s a wrap – closing the call
Introduction
So how am I doing? Confirming satisfaction
Now what! Telling the customer what to expect
Wait, there’s more Uncovering additional opportunities for service
So long, farewell: Closing the call
Self-assessment: See how much you’ve learned