Whether you choose to use facilitated, Web-based training, or a blend of both, providing training in the core mission critical skill sets is very cost effective.

More and more companies in competitive markets are beginning to recognize that repeat business is directly influenced by how their customer service professionals work with their customers.

Still today, finding a company that excels in customer service is not all that easy. Finding a company that wants to be recognized for customer service excellence that does not provide continuous training in these skill sets just simply doesn't exist.

Training investments made in the core observable competencies have immediate and financially measurable bottom-line results.

Hear the presentation made to the ASTD International Conference about how the mission critical courses (plus Stress Control and Team Building) were customized for an international oil company and the results they achieved - including a financial return of six times the investment.

1. Mission Critical customer care skill sets designed for both telephone and face-to-face interactions:

• Telephone Etiquette
• Trust & Rapport Building
• Active Listening Skills
• Problem Solving
• Defusing Anger

2. Specialty Courses are available as well.

• Stress Control
• Managing Customer Expectations
• Conflict Management

Link to complete course list

3. Built-in roll plays and other learning activities are utilized to maximize learning and to enable the participants to demonstrate the extent to which they have mastered the knowledge, skills and strategies.

4. Job Aides that double as Level III evaluation check lists. Each manual contains a removable card in the back for use by the participants as a reminder checklist. It is also used by supervisors back on the job to observe implementation.

5. Courses are stand alone and they build on each other. While the courses are structure so that some skills used in later courses are taught earlier in the curriculum, each of the courses can be taught as a stand-alone because any pre-requisite skill set needed is presented in the form of a "review."

The instructor can at that time conduct an overview training sufficient to enable the participant to be successful with the course being taught.

6. Certified Instructors available to train at any suitable location worldwide.

7. Train-the-trainer is available for the mission critical set of five courses. Trainer Manual, Classroom Guide, and slide show are included in the trainer kit. Participant manuals can be purchased from us for continued training of new staff.

Sales Training International (www.SalesHelp.com) is the parent company of this division. The company has been in business since 1986 and continues to be leader in content development.

Learn Customer Service Online provides front-line customer service professionals with observable, measurable "mission critical" skills training they need.

These short courses are taught in an interactive, engaging and easy to navigate format and are offered at a very low cost. And, they meet the instructional design and interactivity certification standards set forth by the American Society for Training and Development (ASTD).

1. Expanded Mission Critical customer care skill sets taught in courses designed for both telephone and face-to-face interactions:

• Telephone Etiquette
• Trust & Rapport Building
• Active Listening Skills
• Problem Solving
• Defusing Anger
• Interpersonal Communications Strategies
• Stress Control
• Managing Customer Expectations
• Business Email Etiquette

Link to complete course list

2. Observable skills that provide measurable outcomes:

• Diagnostic questions can show areas where improvement is needed
• Tests at the end of each module demonstrate knowledge gained
• Test results are e-mailed to up to three people you designate
• Skills observation checklist to demonstrate transfer of knowledge and skill back on the job

3. Coaching guide and Microsoft Power Points practice session guide available for download online. Job Aids for each course included.

• Practice the skill sets course by course in sequence and collectively
• Use observation checklists and job aids to identify areas needing improvement
• Use online coaching guide to help students achieve unprecedented results

4. Highly interactive and engaging course designs. Learning activities include:

• Smart Schools
• Multiple choice, fill in the blank and true/false questions
• Practice sessions
• Drag and drop
• Listen and learn

5. Short complete courses:

• 30 - 90 minute target completion time per course
• Complete map for each module so you can stop midcourse and reenter at the next lesson

6. Membership Based Access:

• 12 full months access to all currently available courses
• Go in and out as often as you wish during the term of your membership for reinforcement and access to learning tips

7. Very low cost:

• $150.00 per student per year for unlimited access to all available courses.
• Buy Online www.LearnCustomerServiceOnline.com
• For group registrations please call:

281-367-5599

info@saleshelp.com

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Train Customer Service.com and LearnCustomerServiceOnline.com are part of the
Customer Service Training division of Sales Training International
info@saleshelp.com